Our Experience Thinking framework connects four essential areas: brand, content, product, and service experiences. Unlike traditional UX approaches that focus on individual product touchpoints, we design holistic experiences that connect across the entire customer lifecycle. This integrated approach ensures every interaction reinforces your strategic objectives while meeting user needs.

Tip: Evaluate UX services based on the ability to connect multiple experience areas rather than just expertise in interface design.

Experience Thinking transforms digital initiatives by ensuring all four experience quadrants work together. Your brand promise aligns with your content strategy, which helps inform your product features, all delivered through connected service experiences. This framework prevents the common pitfall of creating disjointed digital solutions that ultimately frustrate users and reduces your audience reach.

Tip: Map your current digital initiatives against the four Experience Thinking quadrants to identify integration optimizations.

Foresight design anticipates future user needs and market conditions rather than only solving today's problems. We integrate strategic foresight methods into our research and design process, helping you prepare for emerging technologies, changing user expectations, and evolving business models. This forward-looking approach ensures your UX investments remain relevant as expectations shift.

Tip: Prioritize UX services that demonstrate both current problem-solving and future-state planning solutions.

We begin every engagement by understanding your organization objectives, outreach potential, engagement and growth plans. Our Experience Thinking framework then translates these strategic goals into concrete experience requirements across brand, content, product, and service experience points. Throughout the project, we validate design decisions against user needs, behaviours and organization metrics.

Tip: Define clear organization success metrics before starting UX work to ensure alignment throughout the project.

UX and CX are interconnected layers in the experience ecosystem. While UX focuses more on specific interaction moments for users, CX encompasses the end-to-end customer and client journeys across experience points. Our Experience Thinking approach bridges both by designing individual interactions that contribute to positive product and service experiences, ensuring consistency from initial awareness through to long-term loyalty.

Tip: Consider how individual UX improvements will impact the broader customer journey before implementing changes.

We recognize that people play different roles throughout their end-to-end journey with your organization. Initially, customers evaluate value, then users interact with products, and clients maintain ongoing relationships. Our experience lifecycle approach designs appropriate experiences for each role, ensuring smooth transitions that deliver on the brand promise, then build trust and deepen engagement over time.

Tip: Map your experience requirements to specific audience roles rather than treating all users the same.

We thoughtfully integrate AI tools to enhance research analysis, accelerate design exploration, and identify patterns in user behavior. However, AI augments rather than replaces human expertise in understanding context, making strategic decisions, and crafting emotionally resonant experiences. Our approach balances AI efficiency with human insight for optimal results.

Tip: Establish clear guidelines for AI usage in UX work, focusing more on augmentation rather than automation of critical design decisions.

We utilize both qualitative and quantitative methods tailored to your specific organizational context. These include interviews, ethnographic studies, contextual inquiry, usability testing, card sorting, journey mapping, and longitudinal experience studies. Within time and budget constraints, our approach balances depth of insight with statistical validation, ensuring findings are both meaningful and actionable.

Tip: Invest in mixed-method research approaches that combine behavioral observation with attitudinal insights.

B2B research requires understanding multiple stakeholders, complex workflows, and organizational dynamics. We employ specialized techniques like service blueprinting, stakeholder mapping, and workflow analysis. Our researchers have experience navigating enterprise environments: translating business and technical requirements into user-centered solutions.

Tip: Ensure your UX team will be attuned to end-user needs, engagement, and buyer decision criteria in B2B contexts.

We've developed strategies for reaching challenging audiences through proxy research, expert interviews, and secondary data analysis. When direct access is limited, we combine available data sources with analogous user research and stakeholder insights to build accurate user models and validate assumptions through iterative experience testing.

Tip: Develop contingency research plans that account for recruitment challenges without compromising insight quality.

Our validation process includes cross-referencing findings across multiple research data sources, challenging insights with stakeholder groups, and conducting walkthrough workshops. We ensure research insights align with organizational objectives and technical constraints before moving to design, preventing costly misalignments later in the process.

Tip: Build validation checkpoints into your research timeline to confirm findings before major design investments.

Research deliverables include insight reports, personas, journey maps, requirements documents, opportunity frameworks, and strategic recommendations. Each deliverable is designed for practical application, with clear connections to design decisions and business outcomes. We customize formats to match your organization's planning and decision-making processes.

Tip: Specify how research findings will be used in your organization to ensure deliverables match your needs.

We analyze competitors' experience strategies, not just their marketing presence. This includes examining their service models, content approaches, and brand positioning. Our competitive analysis identifies differentiation opportunities and industry best practices while avoiding copycat solutions that don't fit your unique context.

Tip: Focus competitive analysis on experience strategy and innovation patterns rather than surface-level features.

We establish research operations that enable continuous learning about your users. This includes setting up research repositories, creating reusable research tools, and coaching internal teams. Our approach builds organizational research capabilities while maintaining consistent quality standards across studies.

Tip: Consider establishing ongoing research capabilities rather than treating each project as a one-time effort.

Our design process moves from exploration to refinement through structured iterations. We begin with conceptual frameworks and information architecture, progress through wireframing, navigation design, and prototyping, then refine visual design, accessibility, and interaction specifics. Each stage validates assumptions and incorporates user feedback before moving forward.

Tip: Establish clear design phase gates with specific validation criteria before progressing to higher fidelity work.

If applied, our Design Sprints range from 2-day Steps for immediate challenges to 12-week Relays for complex initiatives. Unlike traditional design sprints focused only on rapid prototyping, we offer Discover Sprints for research, Design Sprints for creation, and Test Sprints for validation. This flexible approach fits agile teams that need to balance sprint intensity with project timelines.

Tip: Match sprint duration and focus to your specific challenge rather than forcing all problems into a standard five-day or time boxed format.

We develop design systems that encode your brand strategy, interaction principles, and service patterns across all experience points. These systems go beyond visual components to include experience principles, content patterns, and service behaviors. This ensures consistency while allowing appropriate flexibility for different contexts.

Tip: Invest in design system development early to avoid costly retroactive standardization efforts.

Prototyping validates concepts before expensive development begins. We create prototypes at appropriate fidelities - from paper sketches for early concepts to interactive (visual) wireframes for complex workflows. Our prototypes test not just usability but also strategic audience assumptions and business models.

Tip: Use prototyping to test experience strategies and business assumptions, not just interface layouts.

We design adaptive experiences that respect platform capabilities while maintaining consistency. Rather than forcing identical interfaces across devices, we ensure experience principles and user goals are supported appropriately on each platform type. This includes considering context of use and platform-specific interaction patterns.

Tip: Focus on consistent experience principles across platforms rather than only pixel-perfect visual matching.

We apply our user mental model research with business objectives to create intuitive information structures. Our approach includes interviews, card sorting, tree testing, and navigation studies to validate architectural decisions and nomenclature. We regularly lead content governance initiatives and maintenance requirements capture to ensure long-term sustainability.

Tip: Test information architecture with real content and typical user tasks rather than abstract categories.

We integrate future-thinking methods like scenario planning and trend analysis into design exploration. This helps identify emerging user needs and technological opportunities that should influence current design decisions. Foresight design ensures your solutions remain relevant as contexts evolve.

Tip: Allocate specific design effort to exploring future scenarios rather than only solving immediate problems.

Our testing methods include moderated and unmoderated usability testing, A/B testing, accessibility evaluation, and service experience testing. We select methods based on what needs validation - from specific interaction patterns to entire customer journeys. Testing happens iteratively throughout design, starting early in the process.

Tip: Plan for multiple testing cycles throughout the project rather than a single validation phase at the end.

Enterprise testing requires understanding role-based usage scenarios and organizational contexts. We conduct workflow walkthroughs with end users, test experience handoffs between roles, and validate experiences with real-world data and high impact edge cases. Our approach ensures design solutions work in production environments, not just controlled testing conditions.

Tip: Test with realistic data and complexity levels that match production environments.

Accessibility is integrated throughout our process, not treated as a final checklist. We test with assistive technologies, conduct audits against WCAG standards, and have involved users with disabilities in research and testing. Our goal is creating experiences that work for everyone, not just meeting minimum compliance.

Tip: Include accessibility considerations from the beginning rather than retrofitting after design completion.

We establish baseline metrics before changes and track improvements across multiple dimensions: task success rates, time to completion, error rates, satisfaction scores, and business impact KPIs. Our measurement approach connects UX improvements to organizational outcomes like engagement, retention, and growth.

Tip: Define success metrics that connect user experience improvements to business value.

Our service experience testing evaluates entire customer journeys across physical and digital experience points. We use approaches including service immersion, apprenticeship, and journey testing to understand how different experience elements work together. This holistic experience testing reveals gaps between intended and actual service delivery.

Tip: Test complete service journeys rather than individual touchpoints in isolation.

We treat testing as a learning opportunity, not a pass/fail gate. When issues emerge, we analyze root causes, explore alternative solutions, and iterate quickly. Our experience helps distinguish between minor adjustments and fundamental pivots, guiding appropriate responses to testing insights.

Tip: Build buffer time and budget for iteration based on testing insights rather than assuming your first designs will be final.

For innovative design concepts, we use scenario-based testing, what-if concept validation studies, and progressive disclosure methods. We help users understand new paradigms through careful onboarding and contextual explanation. Testing focuses on new value comprehension and adoption likelihood alongside traditional experience metrics.

Tip: Test innovative concepts early for immediate usefulness, usability and long-term value perception.

We establish clear linkages between experience metrics and business KPIs from project inception. Our measurement frameworks can track how improved task completion rates impact engagement, how reduced friction affects retention, and how better experiences drive advocacy. This connection ensures UX investments demonstrate measurable business value.

Tip: Establish experience-to-mandate metric relationships before starting design work.

We balance strategic transformation with tactical wins. While working toward your long-term experience vision, we identify quick improvements that demonstrate value and build momentum. Our Experience Thinking framework ensures tactical changes align with strategic direction rather than creating future conflicts.

Tip: Develop a program approach balancing immediate improvements with strategic initiatives.

Experience Thinking provides the human-centered framework for technical transformation. By connecting brand, content, product, and service experiences, we ensure digital initiatives create coherent value rather than disconnected solutions. This approach prevents common transformation failures caused by focusing on technology islands without considering the connected human experience.

Tip: Position experience strategy as a key organizing principle for digital transformation efforts.

We firmly believe in continuous knowledge transfer and capability building. Our engagements include coaching, mentoring, and collaborative working sessions that develop your team's skills. We can help establish UX processes, governance structures, and measurement systems that sustain improvements after our engagement ends.

Tip: Structure engagements to include explicit knowledge transfer and capability building components.

We address resistance through demonstration, involvement, and clear value communication. Stakeholder workshops build understanding and buy-in. Pilot programs demonstrate value with manageable risk. Our change management approach recognizes that successful UX transformation requires cultural shifts alongside any design improvements.

Tip: Plan for organizational change management as part of UX initiatives, not just design delivery.

UX maturity progresses from ad-hoc efforts through systematic processes to strategic integration. We can assess your current maturity across strategy, research, design, and implementation capabilities. Our experience roadmaps identify specific advancement opportunities, whether you're establishing basics or pushing toward industry leading innovation leadership.

Tip: Assess UX maturity across multiple dimensions rather than treating it as a single linear progression.

Foresight design positions you ahead of external shifts rather than reacting to the change. By anticipating future user needs and technological possibilities, you can make current investments that remain valuable as contexts evolve. This forward-thinking approach creates sustainable differentiation beyond temporary feature advantages.

Tip: Use foresight design to identify your white space opportunities before others recognize them.

We provide detailed design specifications, pattern libraries, and implementation support. Our designers collaborate closely with technology teams through sprints and development phases, supporting the design builds, conducting design reviews and addressing implementation questions. This shoulder-to-shoulder approach prevents design drift and maintains experience quality through launch.

Tip: Maintain designer involvement through implementation rather than throwing designs over the wall.

We deliver annotated wireframes, interaction specifications, visual designs, design systems, and front-end code when needed. Each deliverable includes clear communication of design decisions, interaction behaviors, and potential edge cases. We customize deliverable formats to match your team's development processes and tools.

Tip: Align deliverable formats with development team preferences early to avoid translation overhead.

We integrate closely with agile teams through collaborative planning, sprint participation, and just-in-time design delivery. Our Design Tracks approach aligns with development sprints while maintaining design coherence. We balance agile flexibility with experience consistency through strong design systems and clear communication.

Tip: Establish design sprint rhythms that provide sufficient lead time for development without creating bottlenecks.

Our design systems encode experience strategy alongside visual components. We develop systems that include design assets, interaction patterns, content guidelines, and service behaviors. Systems are documented for easy adoption and governed to balance consistency with innovation needs.

Tip: Treat design systems as living products requiring ongoing investment and governance.

We can establish measurement frameworks and optimization processes for continuous improvement. This includes analytics setup, testing protocols, and iteration planning based on real-world usage data. Our approach ensures launched experiences continue evolving based on user feedback and changing needs.

Tip: Plan for post-launch optimization from the beginning rather than treating launch as the finish line.

We offer front-end development to ensure pixel-perfect implementation of designs. Our developers understand both technical requirements and design intent, bridging the gap between design vision and technical reality. This integrated approach eliminates translation errors and accelerates delivery.

Tip: Consider integrated design-development teams for critical experience design implementations.

We provide accessibility annotations and implementation guidance throughout development. Our specifications typically include ARIA requirements, keyboard navigation patterns, and screen reader considerations. We can conduct accessibility audits during implementation phases to catch issues well before launch.

Tip: Build accessibility testing into your development process rather than treating it as a final review.

With over 17 years of experience across 220+ clients, we bring deep expertise and proven methodologies. Our Experience Thinking framework provides a consistent approach while adapting to your unique context. We focus on building your capabilities alongside delivering projects, creating lasting value beyond individual engagements.

Tip: In discovery, discuss the ability to enhance your organizational UX capabilities, not just deliver projects.

We complement internal teams by providing specialized expertise, additional capacity, or external perspective. Our collaborative approach respects existing processes while introducing new methods and frameworks if applicable. We help internal teams advance their own practice while delivering on immediate project needs.

Tip: Define clear roles and collaboration models when combining internal and external UX resources.

We have proven experience in technology, financial services, healthcare, government, associations, telecommunications, energy, and media sectors. Each industry engagement builds our understanding of specific regulatory requirements, user contexts, and business models. This domain knowledge accelerates our project delivery and improves solution relevance.

Tip: Build on industry-specific experience while valuing cross-industry insights that bring fresh perspectives.

We maintain strict confidentiality protocols and clear IP agreements. All work product created for your organization becomes your property. Our experience across industries informs our methodology without compromising client-specific information. We're comfortable with NDAs and security requirements in different contexts.

Tip: Establish clear IP ownership and confidentiality agreements before sharing sensitive information.

We communicate not just what we designed but why and how decisions were made. Our knowledge transfer includes workshops, coaching & training sessions, and collaborative work that builds your team's understanding. We create documentation where it's practical, not just for archival purposes.

Tip: Specify knowledge transfer requirements upfront to ensure appropriate communication, documentation and coaching.

For us, success beyond time and budget encompasses user and client satisfaction, business metrics, and organizational capability advancement. We discuss success criteria at project inception and follow progress throughout. Our measurement approach aims to balance immediate deliverables with long-term value creation.

Tip: Define success across multiple dimensions beyond time and budget, including delivery, outcomes, and capability building.

We offer various support models from on-demand consultation to retained advisory services. Post-project support includes optimization guidance, team mentoring & coaching, and strategic planning assistance. Our goal is ensuring sustained value from UX investments through continued partnership.

Tip: Plan for ongoing support needs to maintain momentum after initial project completion.

Beginning our partnership starts with understanding your challenges and objectives. We conduct an initial consultation to assess your needs, current state, and desired outcomes. From there, we have a follow up conversation and/or develop a tailored proposal outlining approach, timeline, and investment. Our flexible engagement models accommodate various project scopes and budgets.

Tip: Come prepared with specific challenges and success criteria to make initial consultations most productive.