Strategy & planning

Major brands now look at experience design as a source of competitive advantage. But to realise this goal thinking needs to be joined up right across a business. 

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Experience strategy

Consumer behaviour and attitudes are changing fast as technology creates new possibilities and the exchange of new ideas. Most businesses are not keeping pace with this change. We can help you create a clear understanding of how your business needs to serve its customers, and work out how to harness technology to do it.

We can also help you prioritise, working out a roadmap of improvement for the user experience and helping senior stakeholders understand the case for investment. Experience strategy needs to be shared and understood across your business, so we make it simple, clear and visual.

Strat Planning

UX measurement

Good measurement is the foundation for managing user experience in the long term. In the age of big data and analytics it’s tempting to measure everything and hope that patterns and insights will present themselves naturally. They won’t. We focus on the measures which are meaningful to your business and your customers. By measuring what matters you can make better design decisions and have the right conversations with your business about investment and resource priorities.

Design strategy

Every project has different goals, commercial context, user groups and technology. But there are some common components: a clear articulation of the outcomes we are trying to create for both the client and its customers; insight which opens up the design space; a creative brief to focus thinking; a plan for project management and communications. Good design strategy helps us tackle the most complex briefs, reducing uncertainty and risk right from the outset. At the same time it reveals creative opportunities which lead to bold new experiences.


Here are some of the projects which involved our strategy & planning team.

Strategy Tim Loo

Our thoughts on strategy

Our team regularly share their approach and processes for delivering world-class customer experiences on our blog and on the conference circuit.

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