experience strategy

A good customer experience doesn't just happen. It is the result of deliberate strategy and planning, especially when we want it to positively impact business financials. We work with the leaders of your organization to define what kind of customer experience you need to deliver, taking into account your brand, the competitive landscape, the realities of your business operations, and the needs of your customers.

experience design

The design of experience is a complex coordination of design across multiple channels of customer interaction. We provide design services for web sites and applications, mobile sites and applications, e-commerce sites, kiosks and information appliances, desktop software, interactive consumer and commercial products, and IVRU and other voice and text-based interface technologies.

service design

Part of designing experiences means designing services, which may or may not have any tangible interface or physical manifestation. The design of a service is really about three things: process, organization, and logistics. We work with our clients to define and structure their services and their delivery methods with an understanding of the greater context of customer experience.

brand and marketing

While deliberate design of an experience may require some changes, a good brand strategy, brand identity, and marketing plan are table stakes for any company's attempt to define their customers' experience. We offer identity design services, along with creative services for development and management of brochures, collateral, catalogs, signage, and environments.

rollout and globalization

Creating great customer experiences is difficult. Trying to do it across international markets is even more challenging. We help our largest clients with the deployment and coordination of experiences on a global basis. Globalization of experience starts in the strategy and design phases, of course, but the rollout of a global solution is a distinct and deliberate project on its own. Our customer research and project management processes ensure smooth rollout and effective global solutions.