We believe the most effective outcomes are achieved when we collaborate and engage with your teams and customers.
We bring our creativity, imagination and pragmatism to every project and develop solutions that actually work. Adoption matters to us which is why we align concepts with your expectations and regularly communicate and iterate.
The good news is, we're here to help.
We partner,
collaborate,
and co-create.
Our approach...
1. Empathise.
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Understand your need, your problem, and your opportunity
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Empathise with your customer, be it internal or external, and understand their wants, needs, and what they value
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Gain insight into your business, your skills, and the areas where you need our greatest support
2. Determine your customer's need.
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Collate findings and define where you or your customer's problem exists
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Assign rankings and priorities
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Ensure all teams and stakeholders are aligned
3. Arrive at potential solutions.
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Produce a bank of crazy, innovative and creative ideas that are not just great experiences, but are commercially beneficial and aligned with your business strategy
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Challenge, champion, and eventually choose ideas for prototyping
4. Build stuff.
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Prototype real, tactile representations for a range of your ideas
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Define the experience through each touchpoint
5. Validate it all works as intended.
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Collect, analyse and synthesise customer feedback from testing
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Integrate CX insights to adjust and improve user experience
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Update personas, customer journeys and service blueprints accordingly
6. Implement and operate.
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Work with the commercial, operations, support, and product teams ensuring CX frameworks are developed to capture data and translate insights from initial product engagement all the way to advocacy
Our enagement options.
01
Advisory.
We take a customer-centric lens and provide professional, personalised, and pragmatic advice on how to develop a strategy and transform your business products, model and operations.
We partner with your business and your team to understand your operational intent, your marketplace, your challenges, and critically the problems you seek to resolve.
We provide guidance on how you can:
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establish innovative employee and customer experiences
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create new revenue streams
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reduce cost and risk
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accelerate speed to market
02
Alignment.
Following on from our advisory service, or leveraging off your existing strategy and review, we undertake service and operational alignment and design.
Again, utilising tools such as design thinking, immersion, and human centred design, we translate concepts and recommendation into actionable solutions.
The typical output of this service includes an aligned understanding of change impact, capability, implementation impact, costs, and timeframes.
We may also assist with business case development and vendor selection (RFI/RFP).
03
Activation.
Activation is all about solution delivery and business change, and unlike many consultancies who focus solely on advisory services, we are your end-to-end partner.
We work with you side by side to deliver the solutions and changes you and, most importantly, your customers are seeking.
As you would expect, we utilise proven approaches to product design and program delivery to ensure you get the result you expected and deliver the benefits your forecasted.