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WE HELP YOU EXPERIENCE THE WORLD THROUGH YOUR CUSTOMERS EYES


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WE HELP YOU EXPERIENCE THE WORLD THROUGH YOUR CUSTOMERS EYES


Uncover your customers' needs and pain points

We help identify your customers' needs, pain points and value drivers, building empathy about the context in which customers experience your product and services.

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Understand your Customer's Journey

Build a cross channel and end to end perspective, understanding the impact of channels, products and sales and service interactions.

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Customer Experience Design Research

We build this understanding using observational methods designed to elicit customer needs, values, pain points and build this view of their context with you.

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INNOVATE


TO CREATE UNIQUE SERVICE EXPERIENCES

AND BUSINESS MODELS

INNOVATE


TO CREATE UNIQUE SERVICE EXPERIENCES

AND BUSINESS MODELS

Design Thinking Tools and People

We bring Design Thinking tools and great people together to facilitate and create new services and business models.

We quickly test and validate concepts and ideas with Customers

We specialise in quickly and cost effectively testing ideas to validate and refine our understanding of customers' needs and solutions.

Design Integration for established and growing businesses

We have worked with startup businesses and the largest corporate Service Organisations and understand how to integrate this thinking with IT programmes and your organisation.

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REDESIGN AND IMPROVE


PRODUCTS, INTERACTIONS OR SPECIFIC CHANNELS

USING HUMAN CENTRED DESIGN AND TESTING

REDESIGN AND IMPROVE


PRODUCTS, INTERACTIONS OR SPECIFIC CHANNELS

USING HUMAN CENTRED DESIGN AND TESTING

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Re-design or fix interactions in any channel

We can quickly improve an existing interaction or design one to support a new product or campaign regardless of channel.
 

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Design and Testing In-store Experiences

We collaboratively design in-store customer experiences that complement self-service channels. This ensures that Architecture, People, Service and Product function together to deliver the desired experience.

Prototype and Test Concepts quickly

Our methods quickly generate concepts and convert them into testable Service concepts to provide feedback from users as early as possible at the lowest possible cost.

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THE BENEFITS


REDUCE THE COSTS OF ACQUIRING CUSTOMERS AND INCREASE LIFETIME SPEND WHILE YOU HAVE THEM

THE BENEFITS


REDUCE THE COSTS OF ACQUIRING CUSTOMERS AND INCREASE LIFETIME SPEND WHILE YOU HAVE THEM

Source: DMI Motive Strategies 2014. HBR.Org

Customer led design thinking drives long term shareholder value.

Harvard's recent article provides another example of the long term value of human centred design thinking.  See our blog for further examples and case studies.
 

Impact of after- sales Service developed for Mercedes-Benz developed by Engine, 2011 figures. Click Here

15%+ Increased Re-purchase

Customer Experience leaders experience 15% higher likeli-hood to re-purchase according to international research.

Refer Colmar Brunton 2012, Distinctive Experiences Research or Contact Us for more details

Refer Colmar Brunton 2012, Distinctive Experiences Research or Contact Us for more details

Reduce your Detractors

NZ research shows 1 detractor is likely to share a negative experience with 10 people.  Service Design and Customer Experience Management helps eliminate these detractors.