What We Do

We increase CLTV by optimising digital customer experience

The (slightly) longer version...

We are a consultancy dedicated to helping organisations engage with digital audiences in a changing world. Our work improves CLTV though both helping organisations become more agile and adaptable, and deliver great digital customer experience. We call this digital CX design. It consists of three distinct areas:

Observation

Our first piece of work with almost every client is geared around understanding your organisation from the perspective of the people who buy your product or use your service. We perform a broad-ranging analysis on the behaviour of your end users across all their interactions with you. This complete map of user journeys and interactions informs everything we do.

Outcomes

  • Audience interests
  • Competitor analysis
  • Empathy mapping
  • Ethnography
  • Expert reviews
  • Innovation workshops
  • Role play
  • Search & social behaviour
  • User journey mapping
  • User testing

Design

Now we understand how you work from an end-user point of view, we work in partnership with you to understand how your organisation can best interact with its consumers. We design a cohesive, flowing experience, tailored to the way your organisation works, built around the various needs of users when interfacing with any part of your organisation.

This is then applied to your digital presence, creating a strategy for messaging and communications which can inform everything from your site copy and resources to social channels and programmatic advertising.

Outcomes

  • Analytics analysis
  • Campaign planning
  • Content modelling & IA
  • Design thinking
  • Experience & touchpoint roadmaps
  • Migration planning
  • Rapid prototyping
  • Storyboarding
  • Technical architecture

Change

With research helping uncover issues and our design tools having developed potential solutions, we're then able to approach the question of how to best deliver your vision to your consumers. At every point in their journey with your brand, every touchpoint will leave an impression. Our final suite of work develops outcomes designed to optimise the experience of these touchpoints.

This work is no monolithic grand strategy piece; we believe it's impossible to get everything right first time. As such, we work in partnership with you over time in an iterative manner to optimise every part of the customer journey. As we learn more about how the experiences delivered impact each other, we can constantly refine our work with you to deliver the best possible results.

Outcomes

  • API integrations
  • Content auditing & creation
  • Marketing strategy
  • PPC, SMM & SEO
  • Strategic business planning
  • Support & maintenance
  • Training & workshops