1

Who we are

People expect the products and services they use to be simple, intuitive, and enjoyable. Businesses that fail to meet this expectation lose customers and market share.

As experts in human behaviour, we’re dedicated to helping our clients to understand their customers and meet their needs.

Services

Clients choose us because we combine strategic customer insight with expert design and the resources to get things done.

In this way, we not only create really compelling customer experiences but we also unlock the full potential of digital channels, driving online revenue, acquisition and retention.

Strategy

Provide insight and clarity into what customers really want and need based on real life observation and intelligence gathered from both inside and outside the organisation.

Interpret and Design

Translate customer insights into designs that deliver standout digital product and service experiences, prioritised to deliver the greatest impact on customer acquisition or retention.

Deliver

Build momentum, delivering the end solution, tested and validated directly with customers to ensure bottom line success.

2

What we do

We work with leading companies from a broad spectrum of industries and sectors including telecommunications, energy, automotive, media, education, finance, retail, and agribusiness.

Our expertise lies in designing and building compelling digital customer experiences through standout product and services that are steeped in customer insights.

We focus on delivering practical results and measure our success by the growth of our clients’ online revenues, customer acquisitions and retentions.

Learn more about our work

3

How We Work

From the customer out - we are leaders in human centred design - put simply we only design solutions that are based on factual insights into what customers want and need. 

We only build them when we have tested and validated proof that they will delight customers and deliver on our clients’ business goals.

4

We win together

Success comes through forming a lasting partnership with our clients, based on honesty, trust, and side by side problem solving.

Insights before action

Every decision is based on research and empirical data. Every solution is validated with customers before implementation. This mitigates the risk of failure, and helps you deliver sustainable value.

Together is better

We follow a collaborative process that combines your stakeholders’ expertise with ours. This leads to more effective solutions and stronger outcomes.

Change from the inside out

The best partnerships aren’t about co- dependency, they’re about winning together. We train, up-skill and transform teams to equip them for long term success.

Hire the best

We go to great lengths to recruit and develop talented people. When you work with us, you work with some of the leading lights in the industry.

Seek and tell the truth

We ask the hard questions and we’re direct in our advice. Client’s don’t always like what they hear, but we challenge in order to get the best results for their business.

Impact

At the end of the day, it’s results that matter. We’re focussed on ensuring our clients succeed through improved bottom line performance.


Helping Vodafone increase online sales and customer retention

Vodafone MyWay case study


Increased customer acquisition, retention and revenue for Musgrave.

Musgrave case study


Driving digital customer retention and engagement for Glanbia

Glanbia case study


Our Work

A selection of case studies from client projects

Expertise

Exploratory

Contextual
Inquiry
Ethnography
Diary Studies
User Interviews
Focus Groups
Stakeholder interviews
Call Center Shadowing

Evaluative

Usability Testing
Surveys
User Interviews
Heuristic Review
Analytics
Benchmarking
Content audit

Representation

Personas
Journey maps
User stories
Storyboards

Design

Interaction design
Information architecture
Content strategy
Visual Design
Prototype
Usability testing (in-person)
Usability testing (remote)
Development