The Differentiator – Being Human Centered

Experience Design

Collaboratively creating seamless and invisible experiences

If you want to create seamless experiences for your customers, buyers, partners, and employees, you need to take a deep look at your business through their eyes.

  • Listen closely to what they are saying (reviews, testimonials, feedback), where (Google My Business, social media, while networking) and how (enthusiastically, negatively, with anxiety).
  • Observe their behavior to uncover the motivations and needs that go unspoken and unmet. Solve their problems before they even knew one existed. Are they buying from your competition instead of from you? Why?

That’s the essence of human centered design, and it’s where you’ll find the greatest opportunities to add to your bottom line, to grow your business, and to reach more people. We’re here to help you re-imagine and digitize your business processes and services end-to-end to power remarkable market funnels and journeys.

When the experience design journey is smooth and uninterrupted, it creates repeat customers, enthusiastic buyers, involved partners, and loyal employees.

The need is greater than ever

The people your business touches are searching for the differentiator; they want a company that pays attention to their needs and wants – even if they don’t know what those are.

We’ve helped companies refocus on their customers, patients, internal users, employees, and partners. All of whom demand experiences that are seamless, immediate, secure, omnichannel, on-demand, convenient, and personalized. The impact of this type of consistent, harmonious work is rapid and dramatic on multiple fronts:

  • Customer satisfaction and retention
  • Revenue growth
  • Cost to serve, support or produce
  • Employee engagement and retention

Work Examples

Cut the time it takes customers to open a new account

from 3-6 days to 20 minutes with a services exchange company contributing to a 25% increase in new account openings.

Assisted an online skills exchange with establishing an accurate end to end view of their customer funnel

through transaction tracking tools, and discovery sessions like market profiling.

Helped an automotive dispatch decrease ~40% of their operational costs

by addressing silos, fostering cross departmental collaboration, and adopting technology like automation.

It’s a journey

Companies are swimming in a sea of metrics, and your consumers have very real needs and expectations at every touchpoint that you are likely already measuring. But it takes an operational and cultural shift to see how your customers’ cumulative experience—beyond traditional touchpoints—unfolds into a journey over time, with a clearly defined beginning and end. A real journey that is seamless and keeps customers from straying to your competition. Indeed, a journey that makes them repeat customers.

Experience design tools help companies to empathize with customers, users, and partners at every step in their decision journey. The aim is to create a map for meeting your organization’s underlying experiential, technological, and operational requirements by …

Quantifying

your markets, their intersections and what matters to them.

Applying research

research via behavioral psychology and digital technologies to reinvent the experience.

Modeling

quickly and iteratively test ideas using prototypes with end consumers to better engage and identify with them.

Scaling

throughout your organization: IT, legal, marketing, sales, design, and development.

Are you ready to ensure your success?

For your company, organization, sector, and teams.

Let’s Talk