Insight is central to our design approach. That’s why we have a research team which is one of the biggest and smartest in any agency in our field.
Our extensive research capabilities allow us to develop a deep understanding of a design problem and explore a number of different ways to address it. We also realise that a close bond between designer and researcher has a dramatic, positive effect on creative outcomes.
That’s why we’ve torn down the wall between research and creativity. We do better work when there is good interplay between the person bringing insight into the design space and the person interpreting that into design.
At the early stages of experience design you need research and data which help you open up the problem space. At this point we need to understand the marketplace we’re working in, discover the user context and uncover the needs, preferences and expectations of the people we are designing for.
As the user experience starts to take shape we iterate design through regular user research events. Lab-based and remote depths are the workhorse of validation research and we use them for developing IA right through to late-stage usability testing and refining the visual design. We also like to take working prototypes out into the field to assess them in the customer's world.
To make digital products and services with a compelling user experience you need a fine eye for detail. This skill makes us very effective at finding and fixing problems in existing sales journeys. Conversion optimisation is an integral part of experience design. It is a way to perfect and maintain a user experience for sustainable competitive advantage.
Our experience will help you understand the potential trade-offs between short-term gains and long-term value. This stops optimisation being a race-to-the-bottom on customer experience, and instead a path to higher satisfaction scores and commercial yield.