Creating Experience Equity
We focus on creating experience equity – the value that a company derives from the experiences it provides to its customers. Companies with high experience equity are often able to charge premium prices and enjoy a loyal customer base.
Customer and Colleague Experience Design
We take a holistic approach to the way we design experiences (CX). We consider the overall perception the customer and has of a company and its products based on all interactions and touch points with that company or product. We also consider the colleague and partner experience and how they use the internal systems day-to-day to ensure the customer is fully supported and the business is using data and its platform in an optimal way.
Human Centred Design
With a focus on human centred design and by applying user research and experience design techniques, we evaluate the customer and colleague experiences and the journeys they take to fulfil goals. We use empathy maps, needs statements, scenario mapping, and prototyping based on hypotheses and concepts.
Anticipating Needs Using Data
Data is the new oil. To be relevant means being obsessed with data and user’s behaviours. By using data to anticipate customer’s needs means delivering experiences that are timely, relevant, and exceed expectations – essential if an organisation is to thrive in the experience economy.
Intuitive Design Systems
A central pillar to our approach is to create a visual design system and brand identity that can scale across different touchpoints and digital experiences.
De-Risking By Prototyping
We build prototypes and test them with customer and colleagues and use our unique Cognitive Score Card framework to assess usability, accessibility, affordance, informance and content design. Once the product or service is live we use KPIs to measure user engagement and use against business goals.
Factotum 