W E D E S I G N G R E A T C U S T O M E R E X P E R I E N C E S
WE SPECIALISE IN SERVICE DESIGN WHICH ENCOMPASSES
Y O U R B R A N D =
Y O U R S E R V I C EEVERY TOUCHPOINT YOUR CUSTOMER INTERACTS WITH IS YOUR BRAND.
IT IS MORE THAN JUST A LOGO.
THIS INCLUDES HOW YOUR ORGANISATION DELIVERS YOUR OFFER.
H O W W E W O R K
WE CAN DEVELOP A PROJECT WITH YOU
YOU CAN PROVIDE US A BRIEF TO DELIVER
WE CAN PROVIDE YOUR STAFF WITH TRAINING ON HOW TO DO THIS
WE CAN DEVELOP A PROPOSAL TOGETHER AS A COLLABORATION
WE CAN RUN A TRAINING PROGRAMME FOCUSING ON AN INTERNAL PROJECT
WE CAN UNDERTAKE SHORT CONSULTANCY WITH YOU
W E E X P L O R E B O T H B U S I N E S S P R O C E S S E S A N D H O W T H I S
A L I G N S W I T H W H A T P E O P L E E X P E R I E N C E
W E C O - C R E A T E V A L U E F O R Y O U R C U S T O M E R S A N D
B U S I N E S S N E E D S
WE WORK WITH YOUR CUSTOMERS, EMPLOYEES AND KEY PARTNERS, INVOLVING THEM IN THE DESIGN PROCESS TO SHARE KNOWLEDGE
AND INSIGHT ON WHAT WORKS AND WHAT DOESN’T
W E H A V E B R E A D T H O F S K I L L S A N D E X P E R I E N C E
GRAPHIC DESIGN
BRAND STRATEGY
SOCIAL MARKETING CAMPAIGNS
WEB DESIGN AND DEVELOPMENT
USER TESTING
USER EXPERIENCE
USER RESEARCH
STRATEGY
SERVICE DESIGN
EXPERIENCE TESTING
H O W W E T H I N K A B O U T C U S T O M E R
E X P E R I E N C E
Research and understand how
people experience your service
END TO END EXPERIENCE
CUSTOMER CENTRED
Map end-to-end journeys and
ensure customers can easi ly transact
with you
Ensure touch points across al l channels l ink for the customer and
are eff ic iently del ivered
JOINED UP CHANNELS
Y O U R C U L T U R E M A T T E R S
We discover what works and what doesn’t from
your staff , ut i l is ing their knowledge for the optimum customer journey and value
proposit ion
INNOVATIVE CULTURES
UTILISING STAFF KNOWLEDGE
We provide opportunity and frameworks for your
staff to get more involved in your
business, innovation and service
improvement
We don’t design in isolat ion. We take you every step of the way
with us. The knowledge we produce during our work is yours to take
forward into implementation
CO-DESIGN WITH YOUR
ORGANISATION
T Y P I C A L B E N E F I T S O U R C L I E N T S A C H I E V E
REDUCED CUSTOMER
COMPLAINTS
INCREASED TURNOVER FROM NEW, RETAINED AND HAPPIER CUSTOMERS
INCREASED CUSTOMER
SATISFACTION
MORE EFFICIENCY RESULTING IN REDUCTION OF
SERVICE DELIVERY COSTS
O U R P R O C E S SDOUBLE DIAMOND DESIGN COUNCIL
2007
IDENTIFYING CUSTOMER GAINS
AND PAINS
CUSTOMER JOURNEY MAPPING
CUSTOMER RESEARCH
We map customer processes and
experiences as journeys from their perspect ive
and how this is del ivered behind the
scenes as an end-to-end visual plan
With this knowledge and completed journey
maps, we can outl ine where there are
ineff ic ient processes, customer pain points and areas for ei ther
incremental improvement or radical
innovation
Our researchers and designers study
customer behaviour in context, data patterns
and undertake interviews to outl ine
user needs and insights
NEW BUSINESS OPPORTUNITIES
AND BRIEFS
BRAND AND SERVICE
PRINCIPLES
CUSTOMER PROFILING AND
INSIGHT
We outl ine the brand principles that meet
your customer needs, ensuring every
touchpoint is consistent in your marketing and
across your service touch points
We highl ight where there are areas to
develop your business and customer offers, turning these into a
series of recommendations and
project ini t iat ion documents
We develop customer insights and profi les
from data and quali tat ive research
al lowing you to design offerings that meet their
needs
PROTOTYPE AND USER TESTING
END TO END EXPERIENCE
DESIGN
SOLUTION DESIGN
We visual ly map end-to-end re-designed
customer experiences, outl ining key stages of
the revised journey from interact ions with a new
app to reworked processes for how you
del iver you service
We create prototypes to run control led tests and
evaluate what works, what doesn’t and repeat unti l we’ve got the new
offering r ight. This stretches from basic
wireframes of a new app to ful l interact ive
experiences across t ime
We develop the recommendations into f leshed out ideas on how to improve your
offer to customers from incremental changes to
radical innovation of your products and
services
FUTURE STRATEGY
IMPLEMENTATION SUPPORT
SERVICE BLUEPRINT
We support the training of staff and integration
of new brand and service principles across your organisat ion with manuals, s l ide decks
and strategy documents
We can support you to outl ine the future
development schedules of your service and how to develop an ongoing development cycle for
your service
We develop blueprints to document in detai l how your offer works
front and backstage for your customer. This
includes the ful l end-to-end customer
experience and how you operationally del iver
this
W E C A N B U I L D A N D L A U N C H O U R D E S I G N S
We find out how customers want to use your idea
and develop ideas in response
We use quick and cheap
prototyping methods
We start from idea to wireframe through to digital
We build i terat ively with
you to create the product you need
We test your product with your
marketplace
We identi fy your users with real
t ime insights and direct data access
We can work with you to launch your product
We can partner with you to develop the
product over t ime in response to how it is used
D I G I T A L A N D B R A N D
O U R A W A R D SNCTJ UK Multimedia Award for Dearest Scotland (2014)
Winner of the Mozilla + Technology Strategy Board IC Education award (2013)
Awarded Google Fellowship (2011)
Winner of Young Scot’s Enterprise Award (2011)
Winner of Design Council and Nominet Trust UK Working Well Challenge
Winner of Scotland’s first Social Innovation Camp (2009)
Finalist in the Lighthouse Design Impact Award (2014)
O U R P R E S S
M o r e p r o j e c t s o n
w e a r e s n o o k . c o m
Contact us:
+44 141 258 7644