Services / Customer Experience Strategy & Design

Customer Experience Strategy & Design

We support organisations looking to improve customer satisfaction and delight, grow and evolve their offer, and create working environments where staff feel engaged and motivated to stay. We deliver a unique, comprehensive, and intelligent service blueprint that integrates deep human factors expertise for back-of-house operations with innovative front-of-house design. This holistic approach optimises your service operation for both efficiency and customer satisfaction, delivering a seamless experience for both visitors and staff. We ensure that both sustainability and inclusivity are at the heart of what we do, in a way that contributes to positive impact and legacy for client and user alike.

What we can do for you:

Insight

Customer experience research and audits

Strategy

CX strategy with a focus on the end-to-end experience of customers and staff

Design / Consultancy

Persona development
Journey mapping
Service design
Interaction design
Wayfinding & people flow
Design of customer experience style guides
Touchpoint design - physical and digital

Training & Engagement

Experience Design CPD
Co-creation workshops

The benefits we bring to you and why we're different:

A holistic end-to-end approach: from pre-visit information and decision-making, to post-experience feedback and loyalty creation, we consider all elements of a visitor or colleague journey.
Service and behaviour design focus: we specialise in creating sustainable solutions that not only enhance experiences but also drive lasting change in behaviours and organisational culture, ensuring long-term impact. We use research insights and behavioural science to help businesses design interventions that can influence and nudge behaviour change.
User engagement: we work collaboratively with the people who matter most - service users - to ensure their insights shape every aspect of our designs.
Future-proofed investments: our forward-thinking approach ensures spaces and services remain accessible, relevant, and adaptable, and increases long-term value.
Storytelling and engagement - we develop compelling narratives that ties together all elements of the experience. We use storytelling techniques to create emotional connections and engage users.

What challenges can we help you overcome?

Defining and articulating the experience you want your customers to have
How to bring insight into what your users want into the design process
How to change behaviour to speed up a process
How to de-risk your planning by getting a better understanding of the future experience
Identify pain points and opportunities with the current experience

Not sure which of our services you need? Contact us for a chat.

Highlight Case Study – Customer Experience Strategy & Design

HS2

HS2 wants to set a new benchmark for passenger experience across transport systems.

Commissioned to research future passenger needs and develop the Passenger Experience Strategy, we led the development and vision for how HS2 will deliver a new benchmark in service quality for passengers.