Intro
Working with clients to facilitate research, define digital strategies and design omni-channel products and services that enable better business.
Intro
Working with clients to facilitate research, define digital strategies and design omni-channel products and services that enable better business.
CX and Digital Strategy.
Looking at a service in its totality. The people using it, the technology supporting it and the business delivering it to steward the strategic direction of the clients products or services.
Using primary or secondary research and working with a broad range of people and processes to gain and share a coherent systemic understanding of the overall experience, either as it is or as it will be.
Employing the relevant methodologies and tools to ensure project success and help clients incorporate CX Design into their processes.
Examples:
UX and Product Design.
Transforming identified opportunities into digital products and service experiences that deliver outcomes that delight customers and empower organisations.
Using an evidence-based design approach to explore design concepts and iterate and improve a range of potential design solutions.
Crafting touch-points that drive users across ecosystems to ensure they become loyal advocates of any service.
Examples:
Insights
Recent projects
PPL
Working with Placing Platform Ltd on their London Market insurance contract placement system:
working with brokers and underwriters to reimagine and enhance the user experience and usability
developed a forward-thinking prototype that demonstrates the opportunities of the new designs
ensure the platform is ready for the sector channel shift to digital contracts.
Travelers Insurance
Working with Travelers on a series of strategic projects:
designing a new suite of enterprise websites to support Brokers in understanding their products, services, appetite and market thought leadership
optimising the UX of Travelers online eTrade products
working with mid market, corporate and specialty brokers, and underwriters, to design a new digital platform to streamline submissions
research and journey mapping to show how technologies like AI, Automation and APIs can support front-office and back-end processes and touch-points.
RSA Insurance
Working with RSA on a series of tactical UX improvement projects:
conducting research to identify how pet owners understand pet insurance and find the opportunities to make the online quote journeys more user friendly
facilitating a number of design sprints to help RSA improve how users submit information through their online Pet insurance and Home insurance products though better interaction design.
RBKC council
Working with RBKC on a series of projects as part of their ambitious digital Customer Access Strategy:
supporting RBKC to understand and embed the service design methodologies and processes required to meet the priorities the CAS programme
undertook a review of the framework in place to manage their website and make recommendations of what needs to change to be more effective and efficient
design sprints to help 6 council teams to update their section architecture and content presentation to ensure customers have frictionless paths to understanding, applying for and managing these priority services.
EDF Energy
Working with EDF Energy on many projects to develop a future vision and roadmap for customer support services including:
redesigning and testing their tariff quote and purchase journeys thought a number of design sprints
designing a Chat Bot service and a best of class Help Centre
the creation of additional service models such as a Smart Home Store pilot to enable EDF to move into the retail sector.