Consultancy and research

With ongoing consultancy, we are an extension of your team, providing advice, devising campaigns, and co-owning design systems. We place the audience at the heart of our research process, ensuring that our design solutions are driven by real insight.

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Customer experience: The devil is in the (neglected) detail

If you’re ever looking for an example of how failing to put the user needs at the heart of technology based communication can cause unnecessary pain and[...] Brand and Design Consultancy and research UI/UX

Assessing the Customer Experience ‘maturity’ of organisations

CX continues to dominate business media with a corresponding increase in the levels of awareness, knowledge and insight amongst individuals across business sectors. Brand and Design Consultancy and research UI/UX

Beyond the win: Accessing the long-term benefits of CX

The profile of Customer Experience has risen rapidly over the past couple of years, it is now accepted business wisdom that good CX provides competitive[...] Brand and Design Consultancy and research UI/UX

Features vs. Benefits — and the power of benefit-led messaging

It sounds like an easy distinction to make, feature or benefit. And it is simple. However, when it comes to describing products or services, features are[...] Brand and Design Consultancy and research

Can automation help deliver great CX?

The future impact of artificial intelligence (AI) and automation is currently a cause of significant debate. For most, the understanding of robots and AI is[...] Brand and Design Consultancy and research

Targeting better customer experience?

Customer Experience is the key battleground for modern business, with proponents (including us!) singing the praises of improved CX everywhere wherever you[...] Brand and Design Consultancy and research

CX — where does it start?

Customer experience is widely believed to be the next battleground of business competition. Businesses that deliver the best CX will be the success stories of[...] Brand and Design Consultancy and research UI/UX

Mental models — customer education, expectation, & experience

Experiences are created when the ‘mental model’ of your customers (how they believe something works and the ‘system model’ of your product or service[...] Brand and Design Consultancy and research

Assessing customer experience is simple

We do a lot of consultancy on customer experience across a range of interaction points, which is a bit of a bullshit bingo way of saying that we do a lot of[...] Brand and Design Consultancy and research UI/UX

Quality of information = quality of experience

Experiences are judged by people in how well it met, failed or exceeded their expectations. An expectation is a vision of the future, and that vision is based[...] Brand and Design Consultancy and research

Overcoming the change paradox

There is a central paradox that humanity seems to be stuck in, that most people are terrified of change and yet at the same time made miserable by the thought[...] Brand and Design Consultancy and research

Bad news: You may never get the praise your great experiences deserve

Human beings are story tellers. Conditioned to identify and share stories that prevent risk to our communities. Brand and Design Consultancy and research

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