Digital products
Success in digital through lean experiments, that gather data in the real world with real customers. This is service design thinking applied to digital products for customer outcomes.
We design and deliver websites,
apps, kiosks & in-store tech.
It’s more than just technology.
There are countless case studies that show how throwing tech at a problem doesn’t typically solve it well, and has many unintended consequences.
What if there was a way to remove that risk, increase the certainty that you are building the right thing at the right time for the right reasons? What if you could get data that proves the case for digital investment?
We are your trusted partners.
We map your customer experiences, find your pain points & opportunities and build lean, rapid experiments to learn-by-doing in the real world, with your actual customers.
You have the voice of your customers to add weight to it, and you get the operational blueprint as route to confident and cost-managed delivery.
“Whatever you need, the journey begins with your customer story and measurable hypotheses.”
How do you prove that your investment in digital is going to deliver what you need?
We have the experience and tools to help you prove the case for your app, website, or other digital touchpoint, and to find ways to deliver the value sooner. We use service design methods to look at the whole customer and business picture, to ensure you are designing for ongoing value.
We work from the big picture to the small details
Mapping the customer journeys across all of the systems, roles and touchpoints means you can tell the complete story — after all, digital is about the entire customer experience, and we ensure that it works for your people, your customers and your infrastructure.
Deliverables here include customer experience maps and service blueprints. A service blueprint is essentially a storyboard which details the discrete steps completed by a user across the systems, people and processes. It provides the necessary detail so that the whole team can develop to meet those needs.
We find & prove the opportunity
We identify where the pain points and opportunities are, and form hypotheses that can be tested with lean experiments: as surveys, prototypes, beta trials and more… to get data that informs outcomes.
We reduce risk & increase certainty
We discover all the moving parts, and map customer journeys across all of the systems, roles and touchpoints to tell the broad story in your customer’s language.
We design and deliver seamless customer journeys
We design for those proven outcomes, drilling down into specific behaviours and needs in line with the broad story, ensuring everything works seamlessly. Our approach is collaborative and delivery focussed.
How we helped Merlin Entertainments
Mobile app strategy & delivery
We helped Merlin Entertainments establish a successful app platform and experience strategy to deliver on guest & business goals.
What did we do?
We worked on the redesign of a global mobile app platform to deliver an improved guest experience, and the business processes to support them. It is enabled in six LEGOLAND® Resorts, plus four more well-known resort theme parks (e.g. Alton Towers) across the United States, Europe and Asia, and deliver a seamless guest experience including specific focus on ticketing, wayfinding, F&B ordering & more.
- Detailed design input across LEGO and Merlin brand IP
- Desk research & competitive analysis
- Context-of-use studies
- Persona development
- Technology & vendor evaluation
- Validation of ideas in the field with contextual enquiry, on-site user research & more
- Customer experience mapping to drive actionable insight from pain points & opportunities
- Design & evaluation of lean experiments to prove the case from hypotheses.
4.5 ⭐️
Improved from 1* to 4.5* reviews on launch from over 2M installs.
2M app installs
Huge uplift in the number of guests arriving at the parks with the app pre-installed.
30%+
Marketing opt-in up by >30% — Significant increase in GDPR compliant opt-in.
Better wayfinding
Improved wayfinding & POI discoverability — guests love the new maps!
Better collaboration
New features & products surfaced regularly through collaborative approach with vendors.
Helping Vodafone Business to sell better
Business customer experience
We helped make content easier to discover and enable better b2b marketing on vodafone.com/business
Vodafone Global Enterprise were moving their portfolio of websites over to a new CMS platform. This was the ideal opportunity to review and optimise the content, structure and presentation. We aimed to improve the site usability, as well as protect or enhance our natural search rankings as part of the migration exercise.
What did we do?
- Research user types & needs unique to each portfolio area of the business.
- Stakeholder research — deep dive with all of the specialist lines of business into their marketing activities, products, customer types and how they integrate with the wider Vodafone business portfolio.
- Detailed structural audit of the existing site leading to user validated & SEO approved site structure — iterative design with rounds of user testing & SEO input.
- UX design recommendations to make content easier to discover, navigate and manage within the constraints of the new platform.
- Technology & vendor support to ensure delivery matches vision.
Measurably improved customer experience
Actual numbers are NDA
Better-qualified leads into CRM
Actual numbers are NDA
Ten point increase in SUS metric (A) with a highly positive perception of the site
Recent work
We’re always helping companies to innovate and deliver new digital products and services that meaningfully impact their customer experience and revenue.
A website fit for a community bank
We’re helping a high-street bank with private banking, commercial and business banking with a project to restructure and present their content in a way that properly represents who they are — the people behind the brand. We’re doing this with research & discovery across the people, the technology and the products.
An effective quote-to-order journey for enterprise networks.
We worked with Arthur D. Little Digital Problem Solving to define a new way to quote and order ethernet connectivity between points, allowing buyers to compare quotes and do so in a way that makes them the easiest provider to do business with.
Making the right choice for your pensions & investments
We have been working in collaboration with Etch UK on a series of projects for a financial services organisation to define digital products that help their clients and advisor-network to make informed decisions about their finances.