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Welcome to the 2009 new media age UserExperience Directory to celebrate World Usability Day.This guide is aimed at giving those both new to andfamiliar with UX a snapshot of current thinking.
It has been a challenging year for all and the UXindustry hasn’t been immune. However, it’s evidentthat clients haven’t lost sight of the value of applyinggood user-centred design practices across productsand services. The value of optimising what you’ve got,and particularly focusing on your digital channel, hasnot only kept UX services in demand, but we’re nowseeing a steady increase in that demand. Thisdemonstrates a maturity of thinking about customers,striving to provide a holistic and consistent approachto engaging with them across channels and ensuringthat each encounter they have with you as anorganisation is a positive and effective one.
The theme of this year’s World Usability Day isDesigning for a Sustainable World. Whatever we doday to day, the issue of sustainability can’t be ignoredand addressing it as individuals, groups, communitiesand industries can’t be deferred on the to-do list — weneed to act.
Designing for sustainability is no small challenge. Itrequires us all to broaden and deepen our thinking,and do it quickly. The focus within the UX industry hasnaturally been expanding over time, from the corepractice of usability and interaction at a screen level,to considering the entire lifecycle of an experience anda user’s relationship with a company or organisation ata service level. However, it hasn’t yet forged a
standard or formalised approach to environmentallyconscious design — a cradle-to-cradle approach —ensuring the design and build of systems (includingproducts and services) that are both efficient andwaste free.
Designing for sustainability requires us to thinkabout the essence of what we’re doing at every level:are we helping to promote material consumption forconsumption’s sake? How can we, as user experiencedesigners, use our insights into human psychology tohelp encourage positive behavioural change? What isthe impact of our work practices at a local level? Anddo we even remember to switch our computermonitors off each evening?
For the first time this guide is published after WorldUsability Day, so we can report on some of theinteresting discussions from the UK UPA event.There’s some great thinking going on out there and itneeds to be shared (see page 8).
The user experience directory at the back of thisguide (page 28) is a list of agencies that offer userexperience consultancy either as their core businessor as part of a wider set of services.
At a practical level, we’re also providing a snapshotof the UX industry with the salary survey that wasrun within the user experience industry inOctober/November 2009 (see page 6).
We also have a selection of insights from someleading UK user experience agencies on howsustainability and usability relate to one another(page 9).
USER EXPERIENCE DIRECTORY 2009is produced by nma on behalf of the UK
Chapter of the Usability Professionals’Association for World Usability Day
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A sustainable sector
Designing forsustainability requiresus to think about theessence of what we’redoing at every level
Claire Mitchell
President of the UK Chapter ofthe Usability Professionals’Association and a principaluser experience consultant at Flow Interactive
http://ukupa.org.ukworldusabilityday.org
User Experience Directory 2009
5
Given I spend most of my timeworking on informationarchitecture projects for clientsand partners, I hear a lot ofopinions on the state of ourindustry. If there’s one issue thatdominates the conversation yearafter year it’s that of skills. Thesupply and demand or the qualityand consistency — never does amonth go by when I don’t hear thefrustration that the situation isn’tchanging for the better at a fastenough pace.
Maybe it’s because I’ve wornmany hats over the years in digital,but I’ve been listening to whatclients and agencies are telling me.Rather than treat eachconsultancy project as one, I’vetried to create a sustainablesupplier model that addresses themost common problems we keepcoming across. The result is whatwe’ve been doing at Zabisco:working as a partner to agenciesand clients in areas that arenotoriously difficult for sourcing,managing and growing talent in-house. Top of the list is, of course,user experience.
It can take a lot of time andenergy finding a good user-experience architect; whetheryou’re looking to grow a team orbring in a freelancer for a project.When you have them, things startto get done. The problem comesover a period of time, when you
have changes in headcount or yourfreelancer isn’t available forchanges. Being able to rely on apartner who has more than oneresource to turn to can make it a loteasier to get the right person back,but if that can’t happen a handovercan still be arranged.
Everyone has their own way ofdoing things and IAs are noexception. There are 100 (or more)ways to produce a sitemap,wireframe or user journey, and theturnstile nature of freelancing canaffect consistency. Some mightcomplain they don’t understand aparticular design style (so it willtake them longer to work on),while others might use differentsoftware (Visio/Omnigraffleargument anyone?). We see a lot ofperfectly good documentationbeing reproduced for superficialreasons, all the while eating intothe inherent profitability you havebuilt on an account or pushing backon time digital projects are usuallyalready short of.
I’ve previously evangelised theneed for more consistency in IAdocumentation but this isn’thappening with any greatmomentum. If you use an agencypartner instead of contractedresource, you can benefit from anincreased (or even total) amount ofconsistency across deliverablesand documentation. While theindustry catches up, your ownparticular project/account canbenefit from this (you could arguethis even becomes a USP).
The obvious comparison is thatof a freelancer charging x per dayand the partner charging y. Whichone is more? Easy enough tocalculate, except x is a variable
that changes depending on theindividual and any third-partymark-up from a recruitmentagency. On the other hand, y is aconstant; much easier to work withduring advance planning ordisaster recovery.
Having people wait around forfeedback isn’t very productive, soultimately this downtime comesoff gross profit or, worse still,directly increasing losses if aproject is in a problematic state. Anoutsourcing model often allows forfixed-price projects (or even a pay-as-you-go option) wheredowntime can effectively beoffloaded back to the supplier,taking it off the bottom line.Partners may be able to staggerprojects so they can ride the waveof project uptime and downtimeand keep their head above water,which by proxy lightens the loadon you. An all too rare case of awin-win in these somewhat grimeconomic times.
If a commitment is made to bringin 30 days of a consultant’s time atrate x, you know exactly howmuch of the pot has been spent.However, if things get delayed,this has to be renegotiated all overagain, hoping/relying on thembeing able to accommodate. Youcould easily end up having to startthe hunt for resource all overagain, at the last minute or, in theworst case, with no success.
The outsourcing model isn’t andshouldn’t be limited todevelopment; it’s perfectly feasibleand beneficial to look at theoptions in user experience too and Ifor one welcome the rise of this if itcontinues to bring stability to ourprofession and our projects.
Outsourcing for skillsHammad Khan
Director of user-centred designagency Zabisco
If you use anagency partnerinstead ofcontractedresource, youcan benefitfrom anincreasedamount ofconsistencyacrossdeliverables anddocumentation
User Experience Directory 2009
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Salary survey 2009Results from the UPA’s annual survey of user experience professionals’ salary levels
Salary according to education
£20,000
£40,000
£60,000
£80,000
None GCSE A-level Diploma Bachelor Master PhD
� 2009
Mean salary levels by education
None GCSE A-level Diploma Bachelor Master PhD
Min £20,000 £38,500 £292,000 £13,400 £22,000 £12,000 £31,000
Max £47,000 £38,500 £120,000 £52,000 £173,000 £115,000 £70,000
Med £33,500 £38,500 £49,000 £42,500 £38,000 £35,150 £50,000
Mean £33,500 £38,500 £59,200 £40,340 £47,193 £39,783 £48,460
Base 2 1 5 5 54 83 15
2009 2007
Min £120 £140
Max £1,300 £500
Med £375 £384
Mean £400 £362
Base 39 29
Salary according to job levelSalary satisfaction
Freelancedaily rates
£20,000
£40,000
£60,000
£80,000
£100,000
Entry level Mid levelnon-supervisory
Mid levelsupervisory
Senior levelnon-supervisory
Senior levelsupervisory
Director Owner/director
� 2009� 2007
Mean salary levels by job level
Entry Mid level Mid level Senior level Senior level Director Owner/level non-super supervisory non-super supervisory director
Min £18,000 £12,000 £20,000 £36,000 £132,400 £66,000 £66,000
Max £70,000 £51,500 £65,000 £62,000 £80,000 £115,000 £173,000
Med £24,000 £31,500 £37,500 £44,000 £53,000 £80,000 £100,000
Mean £28,169 £33,057 £41,284 £44,321 £52,633 £84,500 £97,143
Base 13 62 15 29 35 4 7
SALARIED
� Underpaid............................44.2%� Fairly paid............................43.6%� Overpaid..................................1.2%� Not sure ................................10.9%
FREELANCE
� Underpaid ............................15.4%� Fairly paid ............................69.2%� Overpaid..................................7.7%� Not sure...................................7.7%
User Experience Directory 2009
7
Salary according to experience
£20,000
£40,000
£60,000
£80,000
£100,000
0-1 year 1-2 years 2-3 years 3-5 years 5-7 years 7-10 years 10-15 years 15-20 years
� 2009� 2007
Mean salary levels by experience
0-1 yr 1-2 yrs 2-3 yrs 3-5 yrs 5-7 yrs 7-10 yrs 10-15 yrs 15+ yrs
Min £13,400 £20,000 £20,500 £12,000 £23,449 £30,000 £38,000 £36,000
Max £49,000 £45,000 £50,000 £70,000 £70,000 £173,000 £120,000 £54,000
Med £33,000 £30,000 £31,000 £37,000 £45,000 £49,000 £70,000 £47,000
Mean £29,700 £30,506 £32,280 £38,742 £44,924 £52,950 £74,500 £44,800
Base 12 17 26 38 26 21 20 5
Salary according to age
£20,000
£40,000
£60,000
£80,000
18-21 22-25 26-30 31-35 36-40 41-45 46-50 51-55
� 2009� 2007
Mean salary levels by age
18-21 22-25 26-30 31-35 36-40 41-45 46-50 51-55
Min £24,000 £20,500 £12,000 £13,400 £29,000 £40,000 £34,275 £47,000
Max £24,000 £45,000 £120,000 £80,000 £115,000 £173,000 £67,000 £47,000
Med £24,000 £31,000 £33,000 £38,000 £50,000 £54,000 £36,000 £47,000
Mean £24,000 £30,018 £36,352 £43,541 £55,130 £66,667 £42,655 £47,000
Base 1 13 65 38 27 15 5 1
DemographicoverviewLevels of seniorityEntry level ..................................7.9%Mid-level, non-super .............37.6%Mid-level, supervisory .............9.1%Senior-level, non-super ........17.6%Senior-level, supervisory .....21.2%Director........................................2.4%Owner/director..........................4.2%
Most common education levelsMaster’s degree.......................50.0%Bachelor’s degree....................33.3%PhD ...............................................8.6%
Most common qualificationsHCI ..............................................33.2%Computer science......................9.9%Interaction design.....................8.5%Psychology .................................7.1%
Level of experience0-1year ........................................8.1%1-2 years......................................8.1%2-3 years ...................................13.3%3-5 years ...................................23.3%5-7 years ...................................16.7%7-10 years.................................13.8%10-15 years...............................12.9%15+ years ....................................3.8%
Most common age groups26-30 .........................................35.2%31-35..........................................22.4%36-40 .........................................19.1%41-45 .........................................10.9%22-25 ............................................7.6%
Locations of workLondon ......................................70.9%South East England ..................8.1%South West England .................4.3%Southern England .....................3.3%Scotland.......................................2.9%Outside UK ..................................2.9%North East England...................2.4%Midlands ......................................1.9%North West England .................1.9%East Anglia..................................0.9%Republic of Ireland ....................0.5%
A complete report of the resultscan be found on the UK UPAwebsite at www.ukupa.org.uk
User Experience Directory 2009
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What is a ‘green’ user experience?Claire Mitchell highlights some of the key themes discussed at theUK UPA World Usability event in London, hosted by LBi London
‘Designing for a sustainableworld’ provides a multi-
faceted challenge to UX designers,and one that many are rising towith interesting projects, fromnew products and services throughto academic research on humanbehaviour. The UK UPA WorldUsability Day event in London sawover 100 students andpractitioners of UX and clients ofUX services come to learn aboutsome of those projects and getinvolved in the discussions thatthey provoked with our panel ofspeakers.
One of the key questions foraddressing climate change anddesigning for sustainability iswhether human behaviour canchange to reduce consumption andtherefore carbon emissions, andhow we can design to influencebehavioural change for the better.The three speakers on the nightprovided three differentperspectives on how to betterunderstand behaviour andtherefore design for it, or design toinfluence it.
Meriel Lenfestey is the founderof Flow Interactive(www.flowinteractive.com) andmore recently Ecomodo(www.ecomodo.com). Ecomodo is anew social enterprise thatdemonstrates how good digitaldesign can be a tool to supportbehavioural change, in this case inorder to reduce materialconsumption of goods.
Ecomodo offers users the abilityto offer or use goods or services(such as power tools orprofessional advice) on a short-term lend/borrow basis, based onthe traditional hiring model, whereall the normal concerns aroundlending to ‘strangers’ have beenconsidered and addressed with theappropriate integrated insurancemechanisms. Ecomodo aims todrive behavioural change ratherthan rely on existing behaviours —it’s a way of helping communitiesreturn to a ‘borrowing from aneighbour’ mentality that modernlife has frequently done awaywith.
Dr Debra Lilley is part ofLoughborough University’s Design& Technology/Ergonomics andSafety Research Institute (ESRI)and the author of www.design-
behaviour.co.uk. She has beenworking on the Calebre project thataims to reduce household energyconsumption by encouragingchanges in behaviour. Domesticenergy consumption has beenshown to have risen for a varietyof factors, including singleoccupancy homes, home working,government policy (grants andincentives) and general 24/7 living.
Carbon, Control and Comfort is athree-year collaborative researchproject which aims to engagehouseholders within social housingin the design of energy controlsystems that suit them. Thisallows them to create theconditions of comfort that theywant and which, through using the
technology and fabric of theirhomes more effectively, reducestheir energy use. An interestingchallenge is to see how low-incomehouseholds address the issue ofenergy, and therefore economicsavings, and what insights this cangive into motivating behaviourwithin the wider population.
Tory Dunn and Franco Papeschifrom the Vodafone Betavineproject have been exploring thepotential of mobile and web toolsand services to help peopleunderstand and measure theirimpact on the environment. Alongwith addressing our behaviour, weneed the information to makebetter decisions about our carbon-emitting behaviours, as well as themotivation to want to change ourbehaviour.
Betavine embraces and adaptsthe tools we already have to helpwith this aim. As a powerful toolthat’s ever-present and accessible,the mobile phone is unprecedentedin its reach in terms of datagathering and sharing. Thechallenge for the project is to makepeople aware of the impact of their
actions and to encourage changeby keeping people motivated in acollaborative, networkedenvironment, which fosters newbehaviours. The ideas this projectis generating are free for all to viewat www.betavine.net.
In the spirit of sharing andcollaboration, all our speakersparticipated in a panel discussionlead by Marcus Mustafa, head ofuser experience architecture, andGreg Smith, head of research, at LBi(www.lbi.co.uk). UPA membersposed questions before the eventfor panellists to respond to. Wecan’t cover these discussions indetail here, so I’ll leave you withsome of these interestingquestions as food for thought:
How could we use UX and designto change behaviour at a corporateand individual level forsustainability?
Should we work towards anintegration of sustainabilityconcerns and requirements in ouroverall UX approach as anindustry?
How does sustainability fit intothe UX and design picture forthings that aren’t tangible such aswebsites and software?
Does being environmentallyconscious have to mean a worseuser experience?
How can user experiencedesigners help to reduce real-worldconsumption?
How can we, as workers, helpreduce the carbon footprint of ourworkplaces? Could we use our skillsin UX and design to put together acampaign for how to run moresustainable workspaces?
More information on these projectscan be found on the UK UPAwebsite, www.ukupa.org.uk
Follow UK UPA and contribute todiscussions at twitter.com/ukupa
World Usability Day wasfounded in 2005 as a strategicinitiative of the UsabilityProfessionals’ Association(UPA) to ensure that servicesand products important tohuman life are easier to accessand simpler to use. Accordingto the European CommissionStaff Working Document‘Design as a driver of user-centred innovation’, onlysustainable design is gooddesign. For a long time the UPAhas suggested approachingdesign from ‘cradle to cradle’.Coming from a user-centricperspective and lookingbeyond form and function, theapproach promoted by the UPAdirectly supports the first twopillars of sustainability: socialand economic integrity. Bylooking at all products andservices, whether they’rebuildings, roads, consumerproducts, business, services orhealthcare systems,throughout their lifecycle, theUPA and its large internationalmembership assumes its globalsocial responsibility for makingthings easier to use and moresustainable.
SilviaZimmermann
Global presidentof the UsabilityProfessionals’Association
Ecomododemonstrates howgood digital design canbe a tool to supportbehavioural change
User Experience Directory 2009
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Sustainable ideasWith World Usability Day focusing on issues of sustainability, usability experts give theirviews on how good user experience practices can cut down our environmental impact
JON DODDCo-Founder and MD, Bunnyfoot
Usability can impact onsustainability across many
fronts and is one of the reasonswhy it was chosen as the topic forWorld Usability Day this year.
On the more mundane side, thedevelopment of products orservices is streamlined and mademore efficient by adopting a gooduser-centred design (UCD) process— it’s quicker, and there are fewerrevisions and fixes necessary. Also,by being based on real andvalidated customer needs (ratherthan just feature based), they’reoften more future proof too.
More interestingly perhaps isthat usability can be a major forcein driving behaviour modificationin a non-intrusive, non-hectoringway.
At its simplest this might beremoving barriers caused by thepoor design of existing systems —for example, providing an effectiveway to be able to tell if theimmersion heater has been left on,systems to make recycling less of acognitive effort and a physicalhassle, modification of everydayobjects such as kettles, doors,microwaves and light switches topromote energy efficiency bynatural consequence of their mostsimple use.
Up the scale a bit and usability isessential to the take-up and thesustainability of environmentalprogrammes such as car sharesystems and public transport. Ifthey are a hassle people will notuse them, as simple as that.
Usability, though, is more thanjust making things easy, effectiveand efficient — it’s about makingthem satisfying or even enjoyable,and this is where some startlingbehavioural effects can come intoplay. My favourites are the bottlerecycling station made to be acompetitive arcade game, and thechildren’s roundabout that doublesas a water pump. We need more ofthis innovation, inspired by andbased on good user-centred designand usability practices.
CATRIONA CAMPBELLDirector, Foviance
We embarked on a largeprogramme of research and
strategic customer experienceconsultancy earlier this year forScottish Power’s ‘customer first’director Robbie Parish.
Energy companies are about toexperience a massive technologyshift over the next couple of yearswhen the Smart Meter becomesavailable in every home in the UK.This will allow consumers ofenergy to see the amount they’reusing daily (perhaps even by hourand minute) from the comfort oftheir kitchen through a wireless-enabled device. All hopefullyleading to changes of behaviouraround energy consumption.
To enable the energy companyto understand how its customerbase would adopt technology, weworked with the FutureFoundation to highlight emergingbehaviours in its customer baseand create current and futurepersonas for the business to use toinform their technology strategyover the coming few years.
This is a good example of acompany using consumerbehaviour to inform technologydecisions for the better. But thereare too few examples of this bestpractice. I believe it’s because of alack of buy-in from thetechnologists to the importance ofcustomer centricity. Maybe it takestoo much energy.
NINA BELK AND KELSEY SMITHLead researcher and strategydirector, We Are London
Sustainability comes in threeflavours: economic, social
and environmental. Usability, orrather its grown-up cousin userexperience, supports all three withnothing less than its core principle:if we want to change behaviour weneed to understand the real-worldconstraints that limit change.
It’s easy to suggest that thepublic could support sustainabilityprogrammes by adopting newhabits — insulating their homes orchanging patterns of consumption,for example. However, there’s ahuge difference between could andwould. The ‘people could’ model ofthinking often adopted by
advocates of sustainable livingcauses a lot of trouble — anyproduct with more features thanan audience needs is evidenceenough of this. Look at your mobilephone’s feature list for an obviousexample.
A better approach is user-centered. This uses researchtechniques to identify and modelthe real-world barriers to change.User research allows us to identifythe real-world needs of anaudience. For example, what arethe habits and values? Is it peerpressure or economic context thatsustains current behaviours andattitudes to sustainability? Whereare the opportunities that affordchange? Essentially it’s aboutproviding decision makers, policymakers and designers with theinsight they need to align whatpeople should or could be doing tolive more sustainably with howpeople want to live.
GILES COLBORNEMD, CX Partners
Sustainability means lookingat using and re-using
resources more efficiently, andthat already affects web andmobile owners. For instance, weworked on making Lexus’s websitemore effective, which resulted infewer brochures being sent out butmore leads generated.
Making those kinds of savingsisn’t a new thing. My first job inaerospace involved looking at howto make aircraft easier to maintainby designing around the users. Wehad one case study of a helicopterin which the number of toolsrequired to maintain it had beenreduced from several cases downto a small bag. That had a hugeimpact on waste, on logistics costsand on the efficiency of the aircraft— all of which you can equate to thecarbon footprint of keeping itflying.
I think user-centred designcompanies are well placed toembrace sustainability because theentire approach is about looking ata design in context. It’s not so mucha usability issue as a contextualdesign issue. We have the designmethodology that already tells usto go out and look at the impact thesystem has on its users andstakeholders. Those tools extend
very well to looking at the otherresources it impacts.
Usability should be placed at theforefront of the design of everyproduct and service. Functionahead of form should always beyour mantra. What’s the point insomething looking good if peoplecan’t actually consume the productor service?
TRENTON MOSSDirector, Webcredible
In terms of the developmentof sustainable products and
services, some of the keyconsiderations include:
Increasing awareness &education: People have to be ableto understand the message thatthe product is putting across. Thismeans using appropriateconventions, meeting behaviouralexpectations and reflectingcustomers’ mental models of howthe process should work.
Influencing decisions & decisionmaking: People should have theappropriate tools to make the rightchoices which support theirdecisions. These could include atool such as a carbon calculatorwhen booking travel, consistentclear labelling such as making itobvious how to recycle, and theuse of easy-to-understandiconography.
Standardisation of tools &labelling: This will ensure thatpeople can make their choices moreeasily. For example, nutritionallabelling and traffic-light systemsare beginning to follow a standardformat to which people arebecoming accustomed. Asustainability kitemark is underconsideration by the Design Council.
A user-centeredapproach usesresearchtechniques toidentify andmodel the real-world barriersto change
User experience gets buy-inBe Kaler Blake talks about recruitment trends in our sectorover the previous year and why a downturn isn’t all bad
User Experience Directory 2009
10
It’s been a turbulent year forrecruitment in digital media
in that we have seen budgets cutfor advertising and mediacampaigns, budgets held on newinvestments, product launches andimprovements for existing sites.We know the story, very little elsewas reported in the broadsheetsand the TV, it was a cold winter.This affected the need forpermanent and freelance hires.Employees chose to stay put to seewhat the industry was saying,their years of service to a companymore valuable to them than takinga chance, so there was nomovement in the market.Consultancies had more resourcethen they had work pencilled intothe resource plan so they couldabsorb the usual requirement forfreelancers. Big research projectswere seen as a luxury and guerrillatesting methods were carried outin the staff canteen to cut costs.
Interesting, though, that userexperience recruitment was stillthe most profitable sector duringthe downturn. I had more jobs onmy desk than my peers in design,tech, account direction and sales. Ihad more hires in the pipeline, andmy clients — the top 100 digitalmedia and marketing agencies,clients across broadcast,government, finance, social media,publishing were still keen to talk tome about plans for growth in userexperience.
Like everyone else I kept myselfoff internal projects so I wasprofitable on the board and I puttogether my strategy for growthand maintaining a pipeline and Iwent back to basics and networkedwith all the people I knew well. Theresults were good, we got a greatfeel for the marketplace and wereable to let our clients know whatwas happening outside their
organisation, to help themunderstand where the pressurepoints for their clients releasingbudgets were. It was good to letthem know they weren’t alone. Itfelt rewarding to know that wewere fulfilling your role as aconsultant and not just a fair-weather recruiter.
Clients were using theirknowledge to get buy-in for smallpieces of user experience work.Sure, ditch the £2m redesign andfocus on small pockets of good userexperience work that will get younoticed at the board meetings,your customer sales and retentiongoes up, bingo. You get moremoney to do good projects. Hiringfreezes lifted on user experiencefirst as a result of this, and we arebeing briefed on senior hires againthat involve strategy and planningof new products and services.
Clients are continuing to workmore speculatively with their coreclients and stakeholders, showingthem what their competition couldbe doing and successful ways toincrease and develop revenuestreams.
Perhaps this is why we haveseen user experience become morecoveted within a productionprocess then ever. Roles likedirector of user experience anduser experience planner, UCDproject manager, interactiondesigner, user experience visualdesigner are coming in slowly butsurely. Project managers,designers and coders have boughtinto the user-centred designprocess more than ever. It’s not acompromise any more but a way ofmaking sure that any redesign orbuild is a success.
It’s encouraging to see evenmore listings in the directory ofuser experience suppliers this year.What is even more interesting is
the projects people are taking on.Web builds and micro sites will stillbe bread and butter butapplications, tools and softwareredesigns all need the help ofpeople well versed in the UCDproduction process. Which meansmore work all around.
Agencies and clients aren’tlooking to produce usable designs,that is the starting point. They’relooking for something likeable thatdoesn’t take their customers offthe page, provides them with theproduct or information and takesthem through a rich brandexperience.
User experience consultants arecloser to the stakeholders thanever, helping them flush outrequirements at an early stageusing rough scamps, clickableprototypes and card sorts. Toolslike Axure and a more agilemethodology have enabled clientsto see work in progress and be partof good decisions for users.Evangelising about the importanceof user experience is such a corepart of the role, both internally andexternally. With so muchexperience in the marketplace,now we can begin to use our gutfeeling about how users willbehave but only once our duediligence has been done. For as longas we see the commitment fromstakeholders to buy into good userexperience, we will all be workingon interesting projects.
So it feels like we haveweathered the storm, as we cansee a month by monthimprovement in hires this year.Which leads me to believe that,yes, a downturn is shit but (assomeone once told me) that’s also afertiliser. So roll on a year ofsustainability, good projects andcommitted people.
User experienceconsultants arecloser to thestakeholdersthan ever,helping themflush outrequirements atan early stage
ALISON BLACK RESEARCHAND CONSULTINGalisonblack.co.ukPROVIDING UE SINCE 2000CORE SKILLS Primary user research,contextual/anthropological-basedresearch, prototype development andtesting, field trials, expert consultingon user experience, mobile and newtechnology industriesDEDICATED USABILITY STAFF 1/1
I work with my clients (designers,engineers, planners, marketers) toensure user focus in product andservice development. My workanswers two basic questions: whatshould we develop to meet ourcustomers’ needs and how should wedesign it so it creates the best possibleexperience? I tailor my input to eachproject, working individually ordrawing on a network of collaboratorsto build the best team for the task.
ABILITYNETabilitynet.org.ukPROVIDING UE SINCE 2004CORE SKILLS Usability testing withdisabled users, accessibility auditing,training, strategic consultation, infor -mation architecture and design reviewKEY CLIENTS BBC, Microsoft, BT,Channel 4, UFI, UK Parliament,Citizen’s Advice, Leonard Cheshire.DEDICATED USABILITY STAFF 7/40
AbilityNet is a national charity helpingdisabled adults and children usecomputers and the internet byadapting and adjusting theirtechnology. The Accessibility Servicesteam offers a range of services aimedat ensuring that your web presence isaccessible and usable. All profits fromour consultancy work support ourcharitable work.
AMBERLIGHT PARTNERSamber-light.co.ukPROVIDING UE SINCE 2000CORE SKILLS User testing,ethnography/contextual design, rapidprototyping, interaction design, visualthinkingKEY CLIENTS Orange, Vodafone,Omnifone, O2, RIM, Nokia, LG,Samsung, Google, Premier Inn,Symantec, Sony, Sega, MSN, Bing,Abbey, Channel 4, BBC, MicrosoftMediaRoom, BT, Samsung, AlcatelDEDICATED USABILITY STAFF 17/17
We help you launch better, moresuccessful products by making yourdesign decisions based on realevidence, not just stakeholder opinion.We call this approach evidence-baseddesign. We are also experts in rapidconcept visualisation and creatinglow-cost prototypes for mobile, weband software platforms.
AVVIOavvio.co.ukPROVIDING UE SINCE 1997CORE SKILLS Competitor and best-in-class analysis, usability testing,information architecture, user-centreddesign and developmentKEY SECTORS Telecomms, IT, retail,finance, travelDEDICATED USABILITY STAFF 16/38
We are an award-winning agency witha team of highly experienced artdirectors, designers, developers andproducers who have all worked in theindustry for many years. We createdigital solutions that engage with thelives of people in the real world. Thesecan take the form of online campaigns,SharePoint intranets, complexextranets, websites, carboncalculators, video, mobile comms, andmany more.
BLUHALO/GYRO HSRbluhalo.comPROVIDING UE SINCE 1991CORE SKILLS Digital planning andmarketing, user needs and definition,concept creation, testing and usergroups, trainingKEY CLIENTS Hi-Tec, Nokia SiemensNetworks, BlackBerry, Liverpool FC,Virgin AtlanticDEDICATED USABILITY STAFF 22/112
Bluhalo/GyroHSR is a full service globaldigital agency servicing a wide rangeof clients from a variety of industrysectors. Specialising in digitalmarketing, social media, bespoke webdevelopment projects and multi-channel digital delivery,Bluhalo/GyroHSR has a strong trackrecord in delivering successful digitalprojects that provide an impressivereturn on investment.
BUNNYFOOTbunnyfoot.comPROVIDING UE SINCE 1999CORE SKILLS User-centred design,usability, accessibility, user testing,eyetrackingKEY CLIENTS Microsoft, Virgin Holidays,DWP, COI, HFEA, News International,RBS, Prudential, BPDEDICATED USABILITY STAFF 25/40
We help you to optimise the way youcommunicate with your customers tomake sure they do more of what youwant. We understand the needs ofbusiness and deliver reports that canbe actioned within the context of yourbusiness. We focus on the practicalitiesof delivering ROI resulting fromenhanced customer experience alignedto your business objectives. We do notonly deliver user testing but offer thefull package of specialist user centreddesign services.
CATCH DIGITALcatchdigital.comPROVIDING UE SINCE 2007CORE SKILLS Information architecture,CMS development, Flash design/development, WAI accessibility,FSA-regulated complianceKEY CLIENTS Hymans Robertson,Lucida, Crest Nicholson, QuintainEstates & Development, Haymarket)DEDICATED USABILITY STAFF 4/6
Catch is an independent digitalcreative agency based in London. Ourgrowing team of creative, technicaland strategic specialists work withclients both large and small across adiverse range of digital projects. Thisincludes creating large onlineapplications powering events such asthe Campaign Big Awards to proto -typing pension fund managementtools for Hymans Robertson.
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About the directory
This directory lists UK companiesactive in the field of userexperience, either as their solebusiness or as part of a broaderoffering. The information has beensupplied by the companiesthemselves. While every effort hasbeen made to include as manycompanies as possible, there maybe others offering similar services.
UserExperienceDirectory2009
ALLOFUSallofus.comPROVIDING UE SINCE 2003CORE SKILLS User insight and research,experience planning and modelling,experience design, envisioning andprototyping, evaluation and usabilityKEY CLIENTS BBC, Microsoft, NaturalHistory Museum, Nike, Renault,Science Museum, Sky, XboxDEDICATED USABILITY STAFF 4/30
AllofUs is an award-winning, multi-disciplinary interactive designconsultancy that sets out to exploitemerging opportunities for interactivetechnology. It provides a uniqueportfolio of services across anunparalleled range of media, includingweb and online application design,product & mobile device UI design, andphysical interactivity for exhibitionsspaces, events and retail interiors, thelatter being a key differentiator.
C-INNOVATEc-innovate.comPROVIDING UE SINCE 2005CORE SKILLS ICT benefits realisation,mobile device usability, contextualdesign, ethnographyKEY SECTORS Police, health, social care,local governmentDEDICATED USABILITY STAFF 4/4
C-innovate is a consultancy group thatspecialises in supporting theimplementation of new ICT systems.Our goal is to help organisations getthe most out of whatever systems ortechnologies they use. The essence ofwhat we do is spending time withpeople to understand their needs andhelping to ensure that these needs aremet throughout the implementationprocess.
CSCAPEcscape.comPROVIDING UE SINCE 2000CORE SKILLS Website analysis, onsiteoptimisation, customer journeydevelopment, taxonomy/wireframedevelopment, usability testingKEY CLIENTS Aviva, Sony, Barclays,MicrosoftDEDICATED USABILITY STAFF 15/85
cScape is an award-winning digitalagency. We are a Microsoft-certifiedGold Partner and have developed aSharePoint Centre of Excellence withone of the leading Microsoft MostValued Professionals. We set up theCustomer Engagement Unit inNovember 2006 and our team ofconsultants offer clients access to thebest in design, IA, user experience,content development and strategy,conversion optimisation, planning,customer research and usability.
E3e3.co.ukPROVIDING UE SINCE 2005CORE SKILLS Accessibility audit/testing,competitor review/benchmarking,expert analysis/review, informationarchitecture, interaction design, usertesting, visual designKEY CLIENTS AXA, Kia, E.On,Environment Agency, COI, Disney,V&A, BBC, ToshibaDEDICATED USABILITY STAFF 4/49
E3 is one of the UK’s leadingindependent digital agencies. Our workcovers major websites, microsites,digital advertising, social media andviral campaigns. We understand theimportance of informationarchitecture, always ensure the needsof the user are considered, and knowuser-centric design is fundamental tocreating a successful website. Andwe’re passionate about our clients.
ELECTRONIC INKelectronicink.comPROVIDING UE SINCE 1990CORE SKILLS Design strategy, userexperience design, usability testing,business system assessments,enterprise systemKEY CLIENTS National Grid, EDF Energy,Novartis Pharmaceuticals, ThamesWater, Easynet Global ServicesDEDICATED USABILITY STAFF 7/7
Electronic Ink is an internationaldesign consultancy dedicated toimproving the way people interactwith technology and environments.We improve the design and usability ofsoftware applications, enterprisesoftware, browser-based applicationsand digital devices. Our passion forimproving human-computerinteraction through innovationcontinues to drive the company.
CHAMELEON NETchameleonnet.co.ukPROVIDING UE SINCE 1998CORE SKILLS Accessibility audit/testing,competitor review/benchmarking,expert analysis/review, informationarchitecture, interaction design, usersegmentation, visual designKEY SECTORS Higher education, non-profits, publishingDEDICATED USABILITY STAFF 5/28
Chameleon Net is a web solutionscompany offering a wide range ofonline services including websitehosting, design, software develop -ment (ecommerce and contentmanagement systems), onlinemarketing (including SEO) and webconsultancy. We believe user-centreddesign is at the heart of a successfulwebsite and are experienced increating accessible sites.
CIMEXcimex.comPROVIDING UE SINCE 2004CORE SKILLS Diary studies, expertreviews, ethnography, eyetracking,focus groups, multivariate testing,online surveys, personas, stakeholderworkshops, usability testing,accessibility, functional specification,information architecture, proof ofconcept, rapid prototyping, businessanalysis, community building, contentstrategy, competitive reviews, digitalengagement, requirements definitionKEY SECTORS Business, government,e-learningDEDICATED USABILITY STAFF 7/52
Cimex has an exceptional track recordof award-winning solutions for mobileand the web. We bring our uniqueexperience and creativity, with thepractical skills gained from having oneof the few purpose-built usability labs.
COAST DIGITALcoastdigital.co.ukPROVIDING UE SINCE 2002CORE SKILLS Expert review, userinterviews & contextual enquiry,persona creation, conversion analysis& improvement, competitivebenchmarkingKEY CLIENTS Capgemini, Lexis Nexis,Lund University, CAFOD, NationalComputing Centre, Morgan Crucible,SlendertoneDEDICATED USABILITY STAFF 5/30
Our 1-day usability workshop deliversclarity about your objectives, youruser personas and their behaviour. Wethen recommend and implementimprovements that deliver higherconversion rates for your organisation.
CXPARTNERScxpartners.co.ukPROVIDING UE SINCE 2004CORE SKILLS User-centred design, usertesting, customer journey mapping,ecommerce, information architecture,design for SEOKEY CLIENTS Ebay, Moneysupermarket,Marriott, Nokia, Unum, EnvironmentAgency, Virgin TrainsDEDICATED USABILITY STAFF 12/15
We’ve increased client revenues by£327m over the past two years. Webring your customers to life, in research,strategy, design and delivery. Ourinsights help you focus on customerneeds, innovate and set you apart.We're experts at designing the pageson your website that do the real work— product descriptions, forms andsearch results. And we turn youranalytics into stories that make it clearhow to improve your site’s performance.
DESIGN UKdesignuk.comPROVIDING UE SINCE 1997CORE SKILLS Eyetracking, informationarchitecture, visual design, webanalytics, accessibility audit/testingKEY CLIENTS Hobbs, Jaeger, Selfridges,ntl:Telewest Business, New Look,SpeedoDEDICATED USABILITY STAFF 37/37
At Design UK we focus on maximisingcustomer engagement because that’swhat makes a site effective. The morea user engages with your brand andproduct, the greater the propensitythey will make a purchase. Usability istherefore core to everything we dobecause it facilitates that engagement.We understand how people use a sitein both rational and emotional waysand build customer journeys thatsatisfy their needs and drive higherconversion rates as a result.
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COGAPPcogapp.comPROVIDING UE SINCE 1985CORE SKILLS Information architecture,interaction design, usability testing,user research, visual design & brandingKEY CLIENTS London2012, Home Office,Transport for London, British Museum,The National Archives, TheMetropolitan Museum of Art New York,Arts Council EnglandDEDICATED USABILITY STAFF 4/28
Cogapp is a multiple award-winningdigital media and user experiencecompany. With over 20 years’experience, we produce websites,interactive installations and next-generation mobile applications. Ourexperience integrating user testing,ethnographic research, informationarchitecture and interaction designensures clients get the results todeliver measurably better experiences.
DETICAdetica.com PROVIDING UE SINCE 1997CORE SKILLS Customer experiencestrategy, user-centred design, webtechnology innovation, usabilityresearch and analyticsKEY CLIENTS Transport for London,Vodafone, Orange, Yell, Centrica,National Rail Enquiries, MetropolitanPolice Service, Health ProtectionAgency, London Development AgencyDEDICATED USABILITY STAFF 50/1,800
Detica’s strength is the combination ofheavyweight business and technicalconsulting services with award-winning user experience design. Wehelp UK government departments andFTSE 100 companies devise strategiesto realise and maintain the UK’s bestand busiest digital platforms. We havededicated testing facilities for web andmobile platforms.
EFFORTMARKeffortmark.co.ukPROVIDING UE SINCE 1994CORE SKILLS Paper and web formsdesign, websites and businessprocesses, surveys, search analytics,content strategyKEY CLIENTS Open University, HMRevenue and Customs, HM CourtsService, IRS, IEEE, PerformDEDICATED USABILITY STAFF 2/2
Caroline Jarrett is recognised as one ofthe world’s leading experts in theusability of forms. She is lead author ofForms That Work: Design Web Formsfor Usability.
ETREetre.comPROVIDING UE SINCE 2003CORE SKILLS User experience design,user testing, eyetracking, usabilityinspections, information architecture,navigation designKEY CLIENTS Anglo American, CamdenCouncil, Eurostar, Health ProfessionsCouncil, Police Complaints Commission,Mars, Mencap, Rolex, The Law SocietyDEDICATED USABILITY STAFF 8/10
Etre is a digital communicationsagency specialising in results-drivenuser experience strategy and design.We help multinationals, start-ups,government departments, localauthorities and not-for-profits buildmore usable, useful and engagingproducts. We‘re making waves inindustry too, having recently hostedevents for usability gurus LouisRosenfeld and Steve Krug.
FLUENT INTERACTIONfluent-interaction.co.ukPROVIDING UE SINCE 2003CORE SKILLS User research, qualitativebehavioural analysis, user-centreddesign, accessibility, wireframing,prototype developmentKEY CLIENTS Department for Children,Schools and Families, RNID, LloydsTSB,TelegraphDEDICATED USABILITY STAFF 10/10
Fluent is a user experience and webdesign agency. We combinebehavioural research with creativeinnovation to deliver user-centriconline experiences. Public or privatesector, websites or applications, all ourclients have one thing in common: theyvalue their customers and want to givethem the best online experience.
HUGO AND CAThugoandcat.co.ukPROVIDING UE SINCE 2003CORE SKILLS Information architecture,user experience strategy, usabilityengineering, usability testing andprototyping, interaction designKEY CLIENTS ABN Amro, Brady, BritishLibrary, City & Guilds, CMS CameronMcKenna, ConvaTec, Fovea, HealyHunt, IPC Media, Isklar, London Gifted& Talented, Mitie Group, The NationalGallery, National AIDS Trust, NaturalHistory Museum, Palamon CapitalPartners, Refresh Accommodation,Royal Geographical Society, SagentiaGroup, Sony Europe, Standard Life,Surface MagazineDEDICATED USABILITY STAFF 5/30
Hugo & Cat is an online and interactiveconsultancy creating engaging andpractical solutions for complex brandand business challenges.
GRAND UNIONthegrandunion.comPROVIDING UE SINCE 2007CORE SKILLS User experience strategy,information architecture, contentstrategy, usability, business analysisKEY CLIENTS Boots, Waitrose, Best Buy,Digital UKDEDICATED USABILITY STAFF 6/80
Grand Union, established in 2000, isone of the UK’s leading independentdigital communications agenciesproviding web development, onlinemarketing, content and social mediasolutions for a range of blue-chipclients. Grand Union is built aroundCollective Intelligence — how we workas a unified team, with our clients, andleverage the digital channel to buildpowerful relationships betweenbusinesses, their brands andconsumers.
GRAPHICODMGgraphicodmg.co.ukPROVIDING UE SINCE 1996CORE SKILLS Customer experiencestrategy and design, usability and userresearch, information architecture,business analysis, accessibilityKEY CLIENTS Pepsi UK, CrossCountryTrains, Rolls Royce Engineering, STATravel, London EyeDEDICATED USABILITY STAFF 4/56
We work alongside clients to definetheir digital strategy and implementmulti-channel digital communicationswhich reach the brand’s consumers inthe right place, at the right time and inthe right way. Our user experienceprofessionals are involved in all stagesof design and implementation, so oncethe work connects with the end userthey get the best digital experiencepossible. GraphicoDMG is a DigitalMarketing Group agency.
HARVEST DIGITALharvestdigital.comPROVIDING UE SINCE 2006CORE SKILLS Customer insight researchand profiling, conversion and customeracquisition optimisation, usability andmulti-variate testing, user-centricdesign, data-driven business modellingKEY CLIENTS Art’otel, Auto Trader,Decalthlon, Go Compare, HCA Hospitals,Holiday Extras, LV=, McAfee,NatWest/RBS, Plan International,Quidco, Royal Shakespeare Company,Tesco, The Brooke, TowergateDEDICATED USABILITY STAFF 8/35
Harvest Digital is a full-service digitalmarketing agency. Through a joined-up approach to media planning, paidsearch, SEO, social media, email, webdesign, technology and userexperience, we create involving digitalexperiences for consumers and delivergreat business results for our clients.
INSTINCTinstinctstudios.comPROVIDING UE SINCE 2003CORE SKILLS User research, experiencearchitecture, information design,interaction design, visual designKEY SECTORS Finance, not-for-profit,retail, telecomsDEDICATED USABILITY STAFF 6/15
Instinct is a user experience designagency. We optimise online userexperience through a collaborativeuser-centred design approachinvolving in-depth research, iterativedesign, and robust development. Weproduce online solutions that are user-friendly, engaging and delivermeasurable ROI by increasing youronline conversion rate and customerloyalty. Good user experiences don’thappen by accident, they’re designed.That’s what we do at Instinct, wedesign good user experiences.
FLOW INTERACTIVEflow-interactive.comPROVIDING UE SINCE 1997CORE SKILLS User experience strategy,user-centred design, contextualresearch, interaction design, usabilityKEY CLIENTS BBC, BG Group, BSkyB, BT,Bupa, easyJet, Environment Agency,Nokia, Orange, Samsung, Shell, Sony,Standard Life, Tesco, Transport forLondon, Thomson ReutersDEDICATED USABILITY STAFF 40/40
Flow is a pioneer of user-centreddesign. We’ve spent 12 years creatinginteractive solutions for our clientsthat are innovative, easy to use andcommercially successful. We do this byensuring our clients’ users are at theheart of every design process.Essentially, we create the right userexperience.
FOOLPROOFfoolproof.co.ukPROVIDING UE SINCE 2002CORE SKILLS Online sales optimisation,customer-driven innovation, user-centred designKEY CLIENTS HSBC, Aviva, LloydsTSB,Royal Bank of Scotland, Direct Line,Churchill, Nationwide, Allianz, BWin,Skybet, Virgin MoneyDEDICATED USABILITY STAFF 33/40
Foolproof is a digital agencyspecialising in customer-driveninnovation, user-centred design andonline sales optimisation. Ourapproach uses market and consumerinsights to improve design decision-making and increase online sales. Wework with leading global brands andorganisations seeking competitiveadvantage though digital technology.
FORTUNE COOKIEfortunecookie.co.ukPROVIDING UE SINCE 1997CORE SKILLS Digital strategy, goal-oriented planning, user research,experience architecture, usabilitytesting, eyetrackingKEY CLIENTS Legal & General,Prudential, Hastings Direct, Experian,Compare the Market, TUI, Kuoni,Europcar, Small Luxury Hotels, ATOC,Arcadia, BBC, Oxfam International,Amnesty InternationalDEDICATED USABILITY STAFF 10/55
Fortune Cookie is one of the UK’s mostwell-respected digital design agencies,famous for delivering beautiful,findable, accessible websites thatdeliver stunning return on investment.Over the past two years, websitesdesigned by Fortune Cookie wereshortlisted for major design awards atotal of 40 times.
FOVIANCEfoviance.comPROVIDING UE SINCE 2001CORE SKILLS User experience services,analytics intelligence, research,experience management, experienceblueprintKEY CLIENTS RBS, Barclays, RBS, Dell,Nokia, William Hill, Ladbrokes, BSkyB,Royal Mail, Thomas Cook, BBC, CIPD,Sainsbury’sDEDICATED USABILITY STAFF 28/38
Foviance is Europe’s largest specialistcustomer experience consultancy,providing quantifiable improvementsto websites, online advertising, mobile,call centres and email. We offer ourclients the very latest in techniquesand technology to deliver a completeunderstanding of online and multi-channel customer behaviour, and thestrategic consultancy required toexploit this knowledge.
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FHIOSfhios.comPROVIDING UE SINCE 2002CORE SKILLS Customer experiencestrategy, usability, eyetracking, user-centred design, focus groups,contextual investigationsKEY CLIENTS Axa, Expedia, Kurt Geiger,Vodafone, Orange, O2, Halifax,Samsung, Hilton, DellDEDICATED USABILITY STAFF 25/30
Fhios is a leading internationalcustomer experience researchconsultancy. Fhios’s services providethe insight necessary to help clientsbetter understand their customers’needs, expectations, behaviours andexperience levels when they engagewith them and their competitorsacross multiple channels. Fhios’s goal isto help clients provide stellar customerexperiences.
INVESTISinvestis.comPROVIDING UE SINCE 2000CORE SKILLS Website build and design, ,share prices tools build, webcastingKEY CLIENTS Cadbury, Standard Life,Anglo American, VT Group, VodafoneDEDICATED USABILITY STAFF 10/81
Investis is the market-leadingspecialist in providing corporatewebsites and online communicationsservices to listed companies acrossEurope. We work with more than 1,000clients worldwide, from the smallestAIM companies to more than 50% ofthe FTSE 100 and 30% of the FTSEEurofirst 100. We offer our clients arange of services from corporate andinvestor websites and intranets toshare price feeds and website tools, aswell as document conversion andwebcasting.
JULIE [email protected] UE SINCE 2004CORE SKILLS Accessibility, ecommerce,strategy and planning, user experienceand usability, web designKEY SECTORS Automotive, charities,broadcasting, financial services, IPTV,manufacturing and engineering, mediaand entertainment, web projectmanagementDEDICATED USABILITY STAFF 1/1
We are a nimble user experienceconsultancy with internationalexperience with major clients from theBBC to Ford Motor Company. Wespecialise in clarifying users’ needs andgoals in easy to understand languagefor many industries. With manypartners in the industry, we can helpmanage your project to deliver on-time, insightful results.
KEYNOTE SYSTEMSkeynote.comPROVIDING UE SINCE 1995CORE SKILLS International online userresearch, remote user testing,measurement of website userexperience KPIs, competitivebenchmarking, customer experiencemanagementKEY SECTORS Financial services,telecoms, retailDEDICATED USABILITY STAFF 7/7
Keynote is the leading provider of on-demand test and measurementsolutions for continuously improvingthe online experience. We have carriedout over 6,000 projects helping ourclients to measure the customerexperience of their websites.
KIRSTEN DISSEfruitti.comPROVIDING UE SINCE 2001CORE SKILLS User experiencearchitecture, design strategy andconsultancy, concept developmentand articulation, design for sociallymediated technologies, interactiondesign, visual designKEY SECTORS Health, education, not-for-profit, technologyDEDICATED USABILITY STAFF 1/1
User experience and creativeleadership specialising intransformative innovation inhealthcare/IT software and systems.
INTERACTION DESIGNSTUDIOixdstudio.comPROVIDING UE SINCE 2008CORE SKILLS Expert analysis,accessibility, usability testing, userprofiling, navigation design, usabilityfor mobile appsKEY SECTORS Finance, telecoms,automotive, ecommerce, agenciesDEDICATED USABILITY STAFF 3/3
The Interaction Design Studio was thefirst UK agency to provide fixed-priceusability and design packages inaddition to consulting services tocreate great user experiences forwebsites, iPhone apps, intranets andapplications. This means more sales foran ecommerce site, less staff trainingrequired on an intranet, increasedproductivity using applications andfewer helpdesk calls for everyone.
LBIlbi.co.ukPROVIDING UE SINCE 1995CORE SKILLS Interaction design,information architecture, experiencestrategy, user research, multi-channelexperience designKEY CLIENTS Lloyds TSB, BT,Formula1.com, National Grid, Marks & SpencerDEDICATED USABILITY STAFF 70/375
LBi employs the largest userexperience architecture department inEurope. By attracting some of the bestinteraction design, experience strategyand information architecture talent, ithas helped to define the disciplinesince 1995. Combining a heritage ofadding value through the highestquality design refinement andusability ensures research, debate andopinion continues to produce award-winning, user-focused solutions.
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LIGHTHOUSE EXPERIENCElighthouseexperience.comPROVIDING UE SINCE 2006CORE SKILLS User experience strategy,agile prototyping, research with realusers, on-project coachingKEY CLIENTS Sony, Camelot, ITV,eHarmony, NokiaDEDICATED USABILITY STAFF 2/3
Lighthouse Experience was founded in2006 to raise the bar in user experienceresearch and design services. We focuson truly understanding audienceneeds and expectations by usingnovel, bespoke behavioural researchtechniques and in-house rapiddevelopment of challenging materials.We do this for consumer websites,worksystem software, mobileproducts and video games. We offer afull range of research and designproducts, consultative services, on-project coaching, and training.
MADGEXmadgex.comPROVIDING UE SINCE 2000CORE SKILLS Domain knowledge indigital recruitment, expert evaluationfor jobseeker and recruiter experiences,usability testing, faceted navigationresearch and designKEY CLIENTS Haymarket, Guardian, Cima,Times Online, Trinity Mirror, Emap,Incisive Media, Centaur Media, WoltersKluwer, Totaljobs Group, Reed BusinessInformation, United Business MediaDEDICATED USABILITY STAFF 3/60
Madgex is a world-leading provider ofjob boards and CV database systems. Inaddition to providing a great userexperience for our own platforms, weprovide dedicated user experienceconsultancy. Our expertise is at theintersection of digital recruitment anduser experience.
MANDO GROUPmandogroup.comPROVIDING UE SINCE 2000CORE SKILLS Digital strategy andconsultancy, user research,information architecture, interactiondesign, user testingKEY CLIENTS HSE, United Utilities,Business Link, Hill Dickinson, PlacesFor People, Brookson, Urban Splash,MakroDEDICATED USABILITY STAFF 7/48
We are Mando Group, a nationallyrecognised digital agency renownedfor our thinking, collaboration anddelivery. We research, make andmeasure the digital experience,collaborating closely with our clientsand engaging with users to developeverything from far-reaching digitalstrategies to business-criticalapplications.
MICROSOFT UKmicrosoft.com/ukPROVIDING UE SINCE 1994CORE SKILLS Envisioning future userexperiences, user experience skillstransfer, user experience processimprovement, UX design anddevelopment best practices, userexperience reviewsDEDICATED USABILITY STAFF 12/2,250
The mission of user experience designat Microsoft is to create products thatpeople love to experience. We aresupported by a network of specialistUX partners and work closely with theproduct development teams inRedmond with a focus on helping ourcustomers realise their potentialthrough the use of our technology.
NEW EXPERIENCEnew-experience.comPROVIDING UE SINCE 2003CORE SKILLS Ethnographic research,participatory design, informationarchitecture, usability testing, servicetrialsKEY SECTORS Technology, telecoms,media, entertainment, not-for-profitKEY CLIENTS Orange, Vodafone,Hutchison Whampoa, Microsoft, Metro,Sky, BBC, vinspiredDEDICATED USABILITY STAFF 6/8
We are a London-based consultancythat helps companies createinnovative, compelling and usableproducts and services. We support ourclients through all stages of theinnovation process, bridging the gapbetween customer insight and userexperience. We are committed tohelping our clients create effectiveservices that generate ROI.
NICEniceagency.co.ukPROVIDING UE SINCE 2009CORE SKILLS Interaction design, userjourneys, personas, task analysis,prototypingKEY SECTORS Financial services, media,FMCG, technologyDEDICATED USABILITY STAFF 3/6
Nice is an agency specialist indelivering rich digital experiences.We’re building some of the best in anew generation of engaging web,desktop and mobile solutions usingcutting-edge technologies such asFlex, Air, Silverlight, WPF and iPhone.As today’s users have higherexpectations than ever, rich,interactive and sticky experiences thatkeep users engaged, increaseproductivity and allow brands to pushtheir message more effectively isparamount to future success.
PANCENTRIC DIGITALpancentric.comPROVIDING UE SINCE 2003CORE SKILLS User research, personasand goals, information architecture,user testing, competitor analysisKEY CLIENTS BBC, Cadbury, Burger King,RSA, AXA, Petplan, Fly53, Clipper Teas,Pepsico, Merck, WhitbreadDEDICATED USABILITY STAFF 3/41
Pancentric Digital is a full serviceinteractive agency specialising instrategy, user experience, socialmedia, site design & build, searchmarketing, emarketing and video/richmedia. We passionately believehuman-centric thinking is the key tomore involving and effective onlinebrand strategies; our end-to-endsolutions are grounded in customerinsight. We are an nma Top 100agency, a Design Week Top 100 agencyand an Adobe premier partner.
PARADIGM INTERACTIONSparadigm-interactions.co.ukPROVIDING UE SINCE 2006CORE SKILLS User behavioral research,user-centered design, informationarchitecture, design for organic search,content object modellingKEY SECTORS FMCG, government,media, finance, banking, B2BDEDICATED USABILITY STAFF 6/6
Paradigm Interactions is involved indefining strategies, requirements,governance and solutions that supportbusinesses and organisations involvedin high-volume transactiontechnologies for ecommerce, socialmedia, WCMS, enterprise CMS,enterprise search and intranetsystems. Paradigm Interactions’ user-centred design approach supportseffective business and consumeralignment and engagement.
PIXELGROUPpixelgroup.co.ukPROVIDING UE SINCE 2005CORE SKILLS Usability, online branding,user experience, website design, usertesting, information architecture,online marketing, customer research,ecommerce, graphic designKEY CLIENTS Abel&Cole, TalkTalk, BBCWorld Service Trust, Ann Summers,Financial Times, Virgin GamesDEDICATED USABILITY STAFF 5/9
Pixelgroup is an independent results-driven digital agency that combinesusability and design services. We plan,design and develop user-centred sitesto create engaging experiences.Established in 2005, we have createdbeautiful user experiences based onfour key principles: measurableresults, people like things that work,your brand, your promise and end-to-end experiences.
RAZORFISHrazorfish.comPROVIDING UE SINCE 1998CORE SKILLS Advertising, media,technology, UX and design, strategyKEY CLIENTS Audi, McDonald’s, O2,Lynx, Levi’s, Unilever, AsdaDEDICATED USABILITY STAFF 8/160
We are the world’s largest full servicedigital agency with an annual turnoverof $900m, 16 offices worldwide andover 2,500 people. In the UK, we are atop-ten agency with annual billing inexcess of £25m.
SAPIENTsapient.co.ukPROVIDING UE SINCE 1998CORE SKILLS Usability and accessibility,planning and persona development,visual design, editorial content,information architecture, sitedevelopment, mediaKEY CLIENTS Vodafone, NewsInternational, Unilever, BP, StarAlliance, Singapore Airlines, AutoTrader, BSkyB, Department of Health,Epson, Energy Saving Trust, VisitBritain, Education UK, TalkTalkDEDICATED USABILITY STAFF 17/277
Sapient is the first global marketingand communications company fullycapable of delivering the immersive,seamless brand experiences thatcustomers expect and demand fromtoday’s brand leaders. We connectmulti-channel marketing and multi-channel commerce in new ways.
SAS DESIGNsasdesign.co.ukPROVIDING UE SINCE 1996CORE SKILLS User experiencearchitecture, IA, interaction design,competitor benchmarking/review,user research, visual designKEY CLIENTS BT, Sainsbury’s, Ernst &Young, Freshfields, Coca-Cola, Savills,BP, KPMGDEDICATED USABILITY STAFF 3/80
SAS works with its clients to influencegraduates, shareholders, employeesand business customers. We useprinted and interactive media to reachthese corporate stakeholders. We arean audience-driven corporate designand communications agency. Ourclient list and relation ships say a lotabout the quality of our work. Thework is based on deep audienceunderstanding and intelligentcreativity.
REDEYE OPTIMUM.WEBredeye.comPROVIDING UE SINCE 2000CORE SKILLS User testing, optimisation,analytics, usability, multi-variatetesting, information architecture, userneeds research, accessibility auditingKEY CLIENTS Abbey, Esure, HSBC,Nationwide, Marks & Spencer, ASOS,WHSmith, Ted Baker, Home Office,DirectGov, COIDEDICATED USABILITY STAFF 12/13
RedEye Optimum.web helps clientsimprove conversion by optimising theironline business. All our work is firmlyrooted in the science of human-computer interaction. Uniquely we linkusability findings with analytics datato create a deeper understanding ofwhat users do on a site and why.Pinpointing any problems the userexperiences allows clients to improvetheir website.
PROXIMITY LONDONproximitylondon.comPROVIDING UE SINCE 2004CORE SKILLS User segmentation,requirements gathering, user needsanalysis, expert audit and evaluation,competitor review/benchmarking,information architecture/contentmapping, experience design,interaction design, lo-fi prototyping,rapid/agile/iterative methodologiesKEY CLIENTS Royal Mail, Orange, PostOffice, Procter & Gamble, Shell, CapitalOne, TV Licensing, ATOC, RNLI, VWDEDICATED USABILITY STAFF 4/230
The London hub of the world’s mostcreatively awarded direct and digitalagency. We solve business problems bycreating measurable change. We fuseour expertise in data, strategy andcreative to produce work that works.
READING ROOMreadingroom.comPROVIDING UE SINCE 1996CORE SKILLS Research, strategy andplanning, information architecture,web design and build, usability andaccessibility, content strategy,managed services, SEOKEY CLIENTS COI, LoveFilm, Royal Mail,Department of Health, WWF UK, Skoda,Cancer Research UK, Wellcome TrustDEDICATED USABILITY STAFF 35/150
Reading Room is an award-winningfull service digital agency. Our passionis creating immersive user experiencesand digital dialogues that trulyengage, placing the user at the heart ofeverything we do. We were among thefirst to adopt solid user-centricmethodologies, involving users in allaspects of a project from initialstrategy through to testing.
REDWEBredweb.comPROVIDING UE SINCE 2004CORE SKILLS Consultancy, usabilitytesting, card sorting, contextualinquiry, expert usability evaluationsKEY CLIENTS Training and DevelopmentAgency, HM Treasury, NHS, TUI Marine,LighterLife, Access Self StorageDEDICATED USABILITY STAFF 6/92
Redweb is one of the UK’s fastestgrowing digital agencies. Specialisingin the design and build of websites, italso offers SEO and PPC, consultancy,email marketing, mobile, hosting andsupport. Redweb’s emphasis is on user-focused design, ensuring users’ needsand clients’ business objectives aremet. The success from this approachmeans that many of Redweb’s clientsbecome long-term customers — abusiness ethos that is continuing todeliver sustainable growth.
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NOMENSAnomensa.comPROVIDING UE SINCE 2001CORE SKILLS Web strategy, CMSprocurement, user research includingrequirements gathering, informationarchitecture, user testing and designKEY CLIENTS Procter & Gamble, DailyMirror, Sky, News International, TheNational Trust, Financial TimesDEDICATED USABILITY STAFF 20/26
Industry renowned for ouraccessibility and user-centred designexpertise and experience, we have asignificant footprint in the media,travel, charity, education andgovernment sectors. We provide avariety of services from developingweb strategy and CMS technology to acomplete range of user research anddesign services. We workcollaboratively with clients to makethe most of your resources.
SERCO EXPERIENCELABserco.com/experiencelabPROVIDING UE SINCE 1970sCORE SKILLS Customer experiencemanagement, evaluation and testing,concept development, support andbenchmarking, innovation leadershipKEY CLIENTS Sky, T-Mobile, BBC, VirginMedia, Business Link, Microsoft, SonyDEDICATED USABILITY STAFF 17
ExperienceLab (formerly SercoUsability Services) is a globalexperience design research agency. Wehelp organisations optimise theircustomer experiences, from web to TVand mobile, from advertising tophysical environments. We’ve beendoing this for 40 years so we knowhow to make people, processes andtechnologies work in harmony. As a co-founder of the UXalliance, we provideresearch on a global scale, and haveaccess to over 250 consultants.
SEREN PARTNERSseren.comPROVIDING UE SINCE 2003CORE SKILLS Functional branding, userexperience strategy, service design,user research, cross platformexperience designKEY SECTORS Mobile, telecoms,ecommerce, intranet, socialnetworking, televisionKEY CLIENTS Orange, Vodafone, Nokia,ITV, Post OfficeDEDICATED USABILITY STAFF 17/20
Seren is a service design consultancy.Our specialism is creating services thatare more than just functional, thathave emotional appeal andcommunicate your brand valuesthough elegant user experiences. Theynot only help customers do what theyneed to, but also deliver a positive andmeaningful brand experience tocompanies and organisations.
SIMPLEUSABILITYsimpleusability.comPROVIDING UE SINCE 2001CORE SKILLS Expert analysis/review,eyetracking, information architecture,user research, user testingKEY CLIENTS Asda, Republic, Ebuyer,Higher Education Academy, BigBathroom ShopDEDICATED USABILITY STAFF 5/8
Usability and behavioural researchcompany with a full-time eyetrackingresearch studio in Leeds. Respectedpioneers of natural user researchtechniques, observing both consciousand subconscious behaviour. Projectsare ROI driven, delivering significantuplifts in sales for our retail customers.
SPOTLESS INTERACTIVEspotlessinteractive.comPROVIDING UE SINCE 2004CORE SKILLS Usability and userexperience training, usability testing,accessibility testing, user research,user-centred designKEY CLIENTS Capita, BDO LLP, PaddyPower, Action.org.uk, National TrustDEDICATED USABILITY STAFF 3/3
Spotless Interactive offers a range ofusability and interactive designservices for websites, intranets,CD/DVD and mobile devices. Weresearch users, build interfaces andoffer training courses to support userrequirements and business goals.
SYZYGY UKsyzygy.co.ukPROVIDING UE SINCE 2000CORE SKILLS Expert reviews andheuristic evaluations, user research,information architecture and contentstrategy, user-centered design,prototyping and usability testingKEY CLIENTS Mazda, Orange, Sky, HSBC,Mercedes, De BeersDEDICATED USABILITY STAFF 5/70
Syzygy is a top-ten pan-European fullservice digital agency (part of WPP).We design and build award-winningsites and digital marketing campaignsfor some of the world’s leading brands.Established in 1995, we turn over £75ma year and pride ourselves on three keythings: insight-driven big ideas,pioneering brand and design creative,and market-leading technical delivery.Focusing on business performance andROI, we help brands to grow.
TAMARtamar.comPROVIDING UE SINCE 2002CORE SKILLS Persuasion design,usability, accessibility, technologyKEY CLIENTS Lloyds TSB, AllianzCornhill, Endsleigh, ExpressDEDICATED USABILITY STAFF 5/35
Found in 1995, Tamar is anindependent agency retained by someof the UK’s top blue-chip companies.We have an impressive 95% clientretention rate — our longest clientrelationship is 12 years and theaverage client partnership is fouryears. Tamar has six complementarydivisions: search, analytics, usability,conversion design, technology andsocial media. Awarded Defaqto number1 usability rating for Lloyds TSBwebsite. Increased the conversion rateof Premierline Direct by 140%.
SPACE01space01.co.ukPROVIDING UE SINCE 2004CORE SKILLS User journey analysis,information architecture, functionaldesign, copywriting, informationdesignKEY SECTORS Financial servicesDEDICATED USABILITY STAFF 16/30
Usability informs all stages of ourdevelopment process. We work withclients, particularly in financialservices, to gain meaningful insightsinto users’ behaviour, motivations,needs, expectations and aspirations.We marry these to an understanding ofbusiness objectives, brand values,communications strategy andfunctionality to create effective,commercial solutions.
STEAKsteakdigital.co.ukPROVIDING UE SINCE 2006CORE SKILLS Expert analysis/review,user research, usability testing, webanalytics, information architectureKEY CLIENTS Virgin Holidays, Time Out,British Gas, John Lewis, Dyno,Swiftcover.com, (Red)DEDICATED USABILITY STAFF 4/69
Steak is a digital response full serviceagency. Our mission is to bring theintelligence of search to all marketingcommunications, both online andoffline and from media to design. Weare a full service digital agencyoffering search marketing (searchoptimisation and paid search), displayadvertising, digital design, reputationmanagement and social mediamarketing. Steak has offices inLondon, New York and Melbourne.
SYNTAGMsyntagm.co.ukPROVIDING UE SINCE 1985CORE SKILLS User-centred design,empathetic design, user experienceresearch and design, usabilityDEDICATED USABILITY STAFF 1/2
William Hudson consults, writes andteaches in the fields of user-centreddesign and usability. He has over 35years’ experience in the developmentof interactive systems, initially with abackground in software engineering.William was the product and userinterface designer for the Emmy-award-winning Boujou, now anindispensible tool in many film studios.He has specialised in interaction designand human-computer interaction sincethe late 1980s. William has aninternational reputation, presenting atconferences from Vancouver to Berlin.
SYSTEM CONCEPTSsystem-concepts.comPROVIDING UE SINCE 1981CORE SKILLS Usability, accessibility,user testing, user research, expertreviews, user-centred design, trainingKEY CLIENTS Microsoft, Amadeus, BBC,Nationwide, Samsung, LiverpoolVictoriaDEDICATED USABILITY STAFF 18/32
We are dedicated to helping youunderstand your users better and sodeliver efficient, effective designswhich are a pleasure to use, withintime and budget. Our highly qualified,independent and experiencedconsultants provide a full range ofconsultancy, testing and trainingservices across Europe, North Americaand Asia. We have a flexible approachto projects and offer practical,commercial advice, clearly presentedand prioritised ready for action.
THE TEAMtheteam.co.ukPROVIDING UE SINCE 2005CORE SKILLS Interaction design,information architecture, experiencestrategy, user research, service designKEY CLIENTS Becta, NHS, UniversalMusic, Logica, GSK, Fat DuckDEDICATED USABILITY STAFF 8/150
A Loewy Group consultancy making adifference through communications.Our clients cross every boundary andinclude commercial, public sector andnot-for-profit organisations. We have ahigh-calibre digital team and a broadportfolio of delighted clients. Webelieve in making a positive differenceto the user experience of all ourengagements through a strongsynergy of messaging, visual design,brand strategy and user-centred design.
TH_NKthink.euPROVIDING UE SINCE 2004CORE SKILLS Information architecture,interaction design, iterative methods,user research, visual designKEY CLIENTS Bupa, BBC, HaysRecruitment, BMI, LloydsTSbB,Anthropologie, TNS, LG ElectronicsDEDICATED USABILITY STAFF 14/54
We transform some of the world’s mostsuccessful businesses and the waythey communicate through digital. Wedo this by creating long-termpartnerships where we exploreexciting opportunities, develop award-winning ideas and define successfulstrategies together. This collaborationof expertise is underpinned by a solidfoundation of research and insight,which in turn, helps us to deliver thebest digital communication and mostengaging customer experiences.
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STICKY CONTENTstickycontent.comPROVIDING UE SINCE 1999.CORE SKILLS Content strategy andlanguage guidelines, creating usablecopy content, working your brandvoice online, auditing your contentagainst our web-writing best practice,training in digital copywriting skills,copy for marketing emailsKEY CLIENTS Nielsen Norman Group,Berghaus, The Big Lottery, City &Guilds, HSBC, Ikea, Interflora,LloydsTSB, Marine StewardshipCouncil, Natural History Museum, PostOffice, SonyDEDICATED USABILITY STAFF 45/50
Over 50% of website usability issuesare copy fixes, says Jakob Nielsen. Asdigital copywriting specialists whofocus on creating usable text thatencourages people to act, this is wherewe come in.
USABILITY DESIGN [email protected] UE SINCE 2000CORE SKILLS Information architecture,web usability, user experience design,pervasive/cloud computing design,rapid prototyping and user testingKEY CLIENTS Hewlett PackardDEDICATED USABILITY STAFF 2/2
Usability Design Partnership tacklescomplex and novel information designprojects ranging from web informationarchitecture to location-based mediaprojects. We have a wide range ofexperience across the usability designspectrum and couple appropriatedesign with solid software knowledge.
THE USABILITY LABusabilitylab.co.ukPROVIDING UE SINCE 2006CORE SKILLS Strategy and userresearch, user experience design,information architecture, usabilitytesting, mobile design and testingKEY CLIENTS Tesco Direct, Viking Direct,Lloyds TSB, NHS, Post Office, BritishRed CrossDEDICATED USABILITY STAFF 5/6
The Usability Lab offers the full rangeof UCD techniques and is respected forits strength in user experience designand user research in the early stages ofprojects. The team has a full suite offacilities in Edinburgh’s West End,including a lab for testing on mobiledevices, and eyetracking, all withobservation facilities.
TRICKY BUSINESStrickybusiness.co.ukPROVIDING UE SINCE 2006CORE SKILLS Sketching, prototypingand realising the UI designs acrossmultiple platforms including desktopsoftware, RIA and mobileKEY CLIENTS Microsoft, Audi, RBS,Capita, Tussauds Group, Galliford TryDEDICATED USABILITY STAFF 4/6
Tricky Business is uniquely positioned,offering purely design and UX servicesto development partners and solutionsproviders. As brand guardians weconsistently consider the customer’sperspective — we believe what youmake people feel is just as important aswhat you make. Bringing designfulthinking to the development mix andpartnering with some of the top UKdevelopers, we involve the designers,developers and clients throughout thedelivery of our projects.
ZABISCOzabisco.comPROVIDING UE SINCE 2004CORE SKILLS Sitemaps and wireframes,user-centred design, user testing,content audits, digital strategyKEY CLIENTS Barclays, Aviva,University of NottinghamDEDICATED USABILITY STAFF 6/9
Zabisco is a unique UCD agency. Wehave a talented team of user-centreddesigners, information architects anduser experience specialists who cantake on full projects or just pick up onthe bits you need help with. Whetherworking on-site or from our usabilitylab, we’re building up an unrivalledreputation for being the supplier ofchoice for IA, UX and UCD services. Forreliable, friendly project support call,email, search or follow us @zabisco.
TRIBAL DDB LONDONtribalddb.co.ukPROVIDING UE SINCE 2003CORE SKILLS User experience design,interaction design, informationarchitecture, usability assessmentsKEY CLIENTS Volkswagen, Hasbro, TheGuardian, Diageo, Exxon MobilDEDICATED USABILITY STAFF 6/80
Tribal DDB London is a full-serviceinteractive agency that works with itsclients to create brand demand, abusiness strategy that recognises theimportance and power of today’sconsumer. Tribal is part of the TribalWorldwide network with 54 offices inover 36 countries throughout theAmericas, Europe and Asia Pacific. In2009 Advertising Age added TribalDDB Worldwide to its esteemedAgency A-List, this marks the secondconsecutive year Tribal has receivedhonours from the publication.
USER VISIONuservision.co.ukPROVIDING UE SINCE 2000CORE SKILLS Usability testing, expertevaluations, mobile and IPTV usabilityresearch, accessibility audits andtesting, information architecture andwireframingDEDICATED USABILITY STAFF 11/15
We are an international consultancyfirm dedicated to improving the userexperience of websites, software andproducts. We offer a range of services —consulting, testing, reviewing,evaluation and training — to helpclients produce better products thatcustomers find easier to use. We areinvolved at all stages of development,keeping users needs at the forefront.We help reduce development andsupport costs, reduce the need forexpensive redevelopment andincrease sales.
WEBCREDIBLEwebcredible.co.ukPROVIDING UE SINCE 2003CORE SKILLS User research, informationarchitecture, usability andaccessibility testing, web design anddevelopment, trainingKEY CLIENTS Airmiles, Ebay, EDFEnergy, Lloyds TSB, Transport forLondon, T-Mobile, VideoJugDEDICATED USABILITY STAFF 16/16
Webcredible is an open, friendly andjargon-free user experienceconsultancy with a very passionateteam. It works closely with clients,helping them achieve their businessgoals by optimising the online userexperience. Webcredible firmlybelieves in knowledge sharing andhelping to push industry thinkingforward. It regularly publishesresearch and how-to articles which canbe freely accessed from its website.
WHAT PEOPLE WANTwhatpeoplewant.comPROVIDING UE SINCE 2002CORE SKILLS Ethnography/behaviouralresearch, naturalistic usability testing,mobile/interactive TV/web, servicedesign specialistsKEY CLIENTS BBC, Intel, Nokia, YahooDEDICATED USABILITY STAFF 8/8
It’s hard to know what your customerswant. We see the wood for the treesand uncover the insights that showyou exactly what your customerswant. Whether it’s a business idea onan envelope or an established globalservice, we have the researchexpertise to meet your needs. We offerall standard qualitative researchtechniques and have invented cutting-edge new ones, giving clients like theBBC, Nokia, Intel and Yahoo acompetitive edge.
WILSON FLETCHERwilsonfletcher.comPROVIDING UE SINCE 2002CORE SKILLS Digital strategy and designdevelopment, competitorbenchmarking, user insight research,prototyping, expert reviews, remoteand lab testing, co-creation projectsKEY CLIENTS The Times, BBC, Which?,Standard Chartered Bank, MacquarieBank, ICE, Prudential, Seatwave, HCADEDICATED USABILITY STAFF 12/15
Wilson Fletcher is a specialist userexperience strategy and designconsultancy. A team of 15 specialistshelp leading organisations to trade andcommunicate with millions of peopleonline every day. We solve complexonline problems by building customerand market insight, shaping long-termstrategy, delivering sophisticateddesign solutions and providing ongoingstrategic consultancy.
WEB USABILITY PARTNERSHIPwupltd.co.ukPROVIDING UE SINCE 2002CORE SKILLS Usability testing, userresearch, site strategy, personas,accessibility auditsKEY CLIENTS British Library, Orange,Environment Agency, Jet2.com, HiltonHotels, Bristol City CouncilDEDICATED USABILITY STAFF 7/9
WUP is a user experience researchconsultancy established in 2002. Weare customer, not technology, led. Wehelp to achieve our clients’ aims fortheir sites and make them moreeffective. We combine rigorous user-focused research with a process togenerate agreed and actionable resultsquickly and cost-effectively.
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TMGtmg.co.ukPROVIDING UE SINCE 1996CORE SKILLS Experience consulting andstrategy development, user research,testing and analysis, informationarchitecture, interaction and visualdesign, usability and accessibilitytesting and standards complianceKEY CLIENTS DWP, COI, Home Office,Care & Quality Commission, NHSInnovation Centre, Harveys Furniture,Reed Smith, The Caravan Club, DSTInternational, Healthcare ConnectionsDEDICATED USABILITY STAFF 18/33
Intelligent digital people who design &build engaging, results-driven digitalsolutions. Our clients value ourapproach, attention to detail and mostof all the fact that we deliver on whatwe promise.
TMWtmw.co.ukPROVIDING UE SINCE 2000CORE SKILLS User testing, usabilityaudits, information architecture,usability strategyKEY CLIENTS Unilever, Nissan, PostOffice, Guiness, T-MobileDEDICATED USABILITY STAFF 2/250
Tullo Marshall Warren is one ofEurope’s largest and most successfuldigital and direct marketing agencies,part of Creston, an Insight andCommunications Group.
