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We use Experience Thinking, our framework that connects four key areas: Brand, Content, Product, and Service experiences. Rather than treating these as separate projects, we design holistic experiences where each element strengthens the others. This approach helps organizations create truly connected customer journeys that feel seamless and intentional.

Tip: Organizations that embrace connected thinking across all touchpoints see stronger customer loyalty and clearer brand differentiation than those who work in silos.

We start with understanding your user challenges and business goals through our discovery process. Whether you're launching a new digital product, improving an existing service, or transforming your customer experience, we assess how Experience Thinking can address your specific needs. Our work spans technology, energy, media, and other industries with clients ranging from startups to enterprise organizations.

Tip: The best UX partnerships begin when organizations can articulate their user problems clearly, even if they're unsure about solutions.

Our discovery session helps us understand your current user experience challenges, business objectives, and where you are in your UX maturity journey. We explore your users' needs, examine existing touchpoints, and discuss how Experience Thinking could improve your customer relationships. This consultation helps both of us determine the best path forward.

Tip: Come prepared with specific user pain points and business metrics you're trying to improve - this helps focus the conversation on actionable opportunities.

Our flexible working models adapt to where you are in your UX journey. For organizations new to UX, we provide education and foundational research. For mature UX organizations, we offer specialized expertise in areas like service design or advanced research methods. We meet you where you're at and help elevate your capabilities.

Tip: Honest assessment of your current UX maturity helps ensure you get the right level of support and avoid overwhelming your internal capabilities.

Gather information about your current user challenges, business goals, target audience, and any existing research or user feedback. If you have user personas, journey maps, or usability test results, these help us understand your starting point. We also benefit from knowing your project timeline and key stakeholders who'll be involved.

Tip: Document your biggest user complaints or support tickets - these often reveal the most critical experience gaps that need immediate attention.

We maintain strict confidentiality agreements and data protection protocols. Our experience across multiple industries, including regulated sectors like aviation, telecom, health, and finance, has taught us the importance of information security. We can work within your security requirements and sign appropriate NDAs before discussing sensitive business information.

Tip: Discuss your specific confidentiality requirements upfront, especially if you work in regulated industries or handle sensitive user data.

Yes, we adapt our methods to fit both waterfall and agile environments. Whether you need upfront research and design or iterative support throughout development, we align with your processes. Our collaborative approach means we can work as an extension of your internal resources, providing the expertise you need when you need it.

Tip: Share your current development methodology and key milestones early so we can structure our deliverables to match your decision-making points.

We use a mix of qualitative and quantitative methods tailored to your specific questions. This includes user interviews, usability testing, surveys, analytics analysis, ethnographic research, and behavioral observation. The key is matching the research method to the insights you need, whether that's understanding user motivations, testing design concepts, or measuring experience effectiveness.

Tip: Successful research starts with clear questions about what you need to learn - vague research objectives lead to insights that are difficult to act upon.

We develop recruitment criteria based on your user personas and target demographics, then work with specialized recruitment firms and our internal networks to find participants. For B2B products, we can work with your customer base directly. We screen participants carefully to ensure they match your actual user profiles and usage patterns.

Tip: Be specific about user characteristics that matter most for your product - job roles, experience levels, and usage frequency often matter more than basic demographics.

We adapt our methods for hard-to-reach audiences through creative recruitment strategies, remote research sessions, and alternative research approaches. For specialized B2B users or niche audiences, we might use shorter intercept methods, guerrilla research, or work through industry associations. The key is finding where your users naturally spend time.

Tip: Consider offering meaningful incentives that appeal to your specific user base - for busy professionals, convenience often matters more than monetary compensation.

Our usability testing focuses on real user tasks within realistic contexts. We test both concepts and working prototypes, depending on your development stage. Beyond identifying problems, we prioritize issues based on user impact and business goals, then provide specific design recommendations. Our reports include video highlights and clear next steps.

Tip: The most valuable usability testing happens when you can observe sessions directly - seeing users struggle firsthand creates stronger commitment to making necessary changes.

We structure research to answer specific design questions and present findings in formats that support decision-making. This includes user journey maps, personas with clear behavioral insights, and prioritized recommendation lists. We also involve stakeholders in research sessions when possible to build empathy and understanding for user needs.

Tip: Research has the most impact when it's directly tied to decisions you need to make - define what you'll do differently based on different research outcomes.

We create early, testable versions of experiences using prototypes, wireframes, and even paper concepts. As the Experience Thinking book notes, creating the experience first helps you learn, assess, and adjust before investing in full development. This validation approach reduces risk and ensures solutions actually work for users.

Tip: Test with the minimal viable prototype that still captures the core user experience - over-polished early prototypes can distract from fundamental usability issues.

We establish systems for continuous user feedback through analytics, surveys, user testing panels, and feedback collection tools. Post-launch, we help you monitor user behavior, identify emerging issues, and prioritize improvements. The goal is creating a learning organization that responds quickly to changing user needs.

Tip: Build feedback collection into your product from the start rather than trying to add it later - early user insights help you course-correct before problems become expensive to fix.

We work closely with your development resources throughout the design process. Our multidisciplinary background includes systems engineering expertise, which helps us create designs that are both optimal for users and realistic to implement. We provide detailed design specifications and ongoing support during development to maintain design quality.

Tip: Include your technical resources in design reviews early and often - their input on feasibility helps avoid costly redesigns during development.

Using our Experience Thinking framework, we map the complete user journey across brand, content, product, and service touchpoints. We identify all the places users interact with your organization and design consistent experiences that feel connected. This includes everything from initial awareness through ongoing support and advocacy.

Tip: Document all the ways users currently interact with your organization - many companies are surprised by how many disconnected touchpoints they actually have.

We start by understanding how your users think about and categorize information. Through card sorting, tree testing, and content audits, we organize information in ways that match user mental models. As noted in Experience Thinking, we research the hierarchies and terminologies people use to ensure content is structured for easy finding and combining.

Tip: Test your information architecture before designing visual interfaces - a poor content structure can't be fixed with good visual design.

We design for the full spectrum of devices and interaction methods, considering touch targets, mobile contexts, and device capabilities. Rather than simply shrinking desktop experiences, we design mobile-first experiences that work across all screen sizes. We also leverage device sensors and capabilities to create richer, context-aware experiences.

Tip: Consider mobile usage contexts carefully - users on mobile devices often have different goals and constraints than desktop users, even for the same product.

Accessibility is built into our design process from the start, not added at the end. We design for users with diverse abilities, considering visual, auditory, motor, and cognitive accessibility needs. Our designs meet WCAG guidelines and include clear navigation, proper contrast, and alternative interaction methods.

Tip: Include users with disabilities in your testing process - automated accessibility tools catch technical issues but miss real-world usability problems.

We create reusable design patterns and components that ensure consistency across your experience. This includes interaction patterns, visual elements, and content guidelines that scale across different products and touchpoints. Design systems help maintain quality while reducing design and development time for future projects.

Tip: Start building your design system early, even with basic components - it's easier to expand a simple system than to retrofit consistency across inconsistent designs.

We help find solutions that serve both user and business needs through creative problem-solving and priority clarification. Often, apparent conflicts dissolve when we dig deeper into the underlying goals. When true conflicts exist, we help you understand the long-term costs of poor user experience versus short-term business pressures.

Tip: Frame business requirements in terms of user outcomes when possible - this often reveals opportunities to achieve business goals through better user experiences.

We align every design decision with your business objectives through clear success metrics and outcome-focused design. Our approach considers the complete experience lifecycle, from customer acquisition through loyalty and advocacy. Experience Thinking helps organizations see how user experience directly impacts revenue, retention, and competitive advantage.

Tip: Establish clear connections between user experience improvements and business metrics from the project start - this helps secure ongoing support and resources.

We establish baseline measurements and track improvements in user satisfaction, task completion rates, conversion rates, and business metrics like customer retention. We also measure qualitative improvements in user sentiment and brand perception. The key is connecting user experience improvements to outcomes that matter to your organization.

Tip: Measure user experience metrics alongside business metrics to show the clear connection between good UX and business success.

We offer training, mentoring, and knowledge transfer to build your internal UX expertise. This includes workshops on research methods, design thinking, and Experience Thinking principles. We also help establish UX processes and best practices that your organization can maintain independently. Our goal is empowering you with sustainable UX capabilities.

Tip: Invest in building internal UX knowledge even when working with external consultants - this helps you better evaluate and apply UX recommendations.

We analyze your competitive landscape to identify experience gaps and opportunities for differentiation. This includes evaluating competitor user experiences, identifying unmet user needs, and finding ways to position your organization uniquely in the market. We help you understand where experience can become a competitive advantage.

Tip: Focus competitive analysis on user experience gaps rather than feature comparisons - superior user experience often matters more than feature parity.

Digital transformation is never only digital - it's really business and service transformation. We help you understand the complete ecosystem of digital and non-digital experiences, using journey maps and service blueprints to see connections and dependencies. Our approach ensures digital improvements enhance rather than disrupt your overall service experience.

Tip: Don't digitize for the sake of technology - some processes work better in their current form, and forcing digital solutions can actually worsen user experience.

We help identify the highest-impact improvements through user research, analytics analysis, and business impact assessment. Using frameworks that balance user pain points with business value, we create roadmaps that show which improvements will deliver the most value first. This helps you build momentum and demonstrate UX value.

Tip: Start with improvements that have high user impact and low implementation complexity - early wins help build organizational support for larger UX investments.

AI creates new opportunities and challenges for user experience design. We help organizations integrate AI capabilities in ways that truly serve user needs rather than just showcasing technology. This includes designing transparent AI interactions, maintaining user control, and ensuring AI enhances rather than complicates the user experience. We focus on AI applications that solve real user problems.

Tip: Implement AI features gradually and test extensively with real users - what seems impressive in demonstrations may confuse or frustrate users in real-world usage.

Project timelines vary based on scope and complexity, from focused research studies to comprehensive experience redesigns. We provide detailed project plans with key milestones and decision points. When scope changes arise, we assess impact on timeline and outcomes, then adjust the approach to maintain project success.

Tip: Build flexibility into your project timeline for unexpected insights - user research often reveals opportunities or challenges that require scope adjustments.

We provide regular progress updates, preliminary findings, and maintain ongoing communication throughout the project. You'll receive milestone reports and have direct access to our research and design professionals. We also involve stakeholders in research sessions and design reviews to build understanding and buy-in.

Tip: Establish communication preferences and stakeholder involvement levels early - this prevents misunderstandings and ensures everyone stays aligned throughout the project.

Your involvement enhances project outcomes through domain knowledge, stakeholder access, and implementation support. We schedule specific touchpoints where your market knowledge and strategic perspective add value. The level of involvement can be adjusted based on your availability and internal capabilities.

Tip: Plan for key people's involvement in advance - user research and design decisions work better when domain experts and decision-makers can participate actively.

Experience design often begins with unclear requirements, and that's normal. We use discovery research and iterative design to help clarify needs and opportunities. Our framework approach means we can adjust our methods as we learn, ensuring we address the real underlying challenges rather than just surface symptoms.

Tip: Embrace uncertainty in early project phases - trying to define everything upfront often leads to solutions that miss the real user problems.

Research frequently challenges initial assumptions, and that's valuable. We help you understand what the findings mean for your strategy and provide recommendations for adjusting direction. As the Experience Thinking book notes, early validation helps you avoid building something no one ultimately wants.

Tip: View assumption challenges as project successes rather than failures - it's much better to discover wrong assumptions before development than after launch.

We create deliverables designed for practical application by the team. This includes detailed specifications, implementation guidelines, and tools that help maintain design quality during development. We also provide ongoing support during implementation to address questions and maintain design intent.

Tip: Involve your implementation people in deliverable reviews - their feedback helps ensure recommendations are realistic and actionable within your organizational constraints.

We offer various levels of post-project support, from implementation assistance to ongoing consultation as you apply insights. This can include design reviews during development, additional user testing, or help establishing internal processes. Our goal is ensuring project insights lead to successful implementation.

Tip: Plan for post-project support needs in advance - implementation challenges often arise weeks or months after initial project completion.

Experience Thinking is our framework that connects four key areas: Brand, Content, Product, and Service experiences. Rather than optimizing these areas separately, we design holistic experiences where each element strengthens the others. This approach creates truly connected customer journeys that feel seamless and intentional, leading to stronger loyalty and advocacy.

Tip: Organizations that embrace connected thinking across all touchpoints see better results than those treating user experience as just a product or design function.

We start by mapping your current experience across all four quadrants - brand, content, product, and service. This reveals gaps, disconnects, and opportunities for creating more cohesive experiences. The framework helps prioritize improvements that will have the most impact on overall user experience and business outcomes.

Tip: Begin by documenting all user touchpoints across your organization - most companies discover they have more disconnected experiences than they realized.

Connected experiences build trust and loyalty because users feel the consistency and intentionality across all touchpoints. As noted in Experience Thinking, when you design experiences that work together, each piece makes the others stronger. This leads to higher customer satisfaction, reduced support costs, and stronger competitive differentiation.

Tip: Start connecting experiences by ensuring your brand personality shows consistently in content tone, product interactions, and service delivery - users notice when these don't align.

The framework considers how people move through different roles - from customers who buy, to users who interact, to clients who advocate. Each lifecycle phase requires different experience strategies. We map experiences from 'cradle to grave' and optimize every connection point to turn initial customers into long-term advocates.

Tip: Don't focus only on acquisition and onboarding - the longest part of the experience lifecycle happens after users adopt your product or service.

Brand experience covers your core values, differentiation, customer promise, and emotional impact. We help you understand how people currently perceive your brand and align that with your intended personality across all touchpoints. Strong brand experience creates the foundation that makes content, product, and service experiences more effective.

Tip: Your brand personality should guide decisions about content tone, product features, and service interactions - consistency across these areas builds stronger brand recognition.

Content experience focuses on how information and functionality are packaged and consumed across different channels. We ensure content is relevant, engaging, and accessible, creating smooth information flows that enhance the overall experience. For some experiences, content is the primary product, making this quadrant especially critical.

Tip: Organize content based on user mental models rather than internal organizational structure - users don't care how your company is organized internally.

Service experience encompasses all ways people interact with your organization - from getting started to getting help and learning. The goal is creating smooth, effective service delivery that keeps customers satisfied and returning. Service experience becomes the 'glue' that connects all other experiences into a cohesive journey.

Tip: Map your service experience from the customer perspective, not your internal process perspective - these are often very different views of the same interactions.

We measure improvements across all four quadrants - brand perception and trust, content effectiveness and engagement, product usability and satisfaction, and service quality and efficiency. The framework's power shows in how improvements in one area strengthen the others, creating compound benefits that traditional metrics might miss.

Tip: Track both individual quadrant metrics and cross-quadrant indicators like customer lifetime value and net promoter score to see the full impact of connected experiences.

We provide detailed design specifications, style guides, and implementation support throughout development. Our multidisciplinary background helps us create realistic recommendations that development resources can implement successfully. We also conduct design reviews during development to maintain quality and address any implementation challenges.

Tip: Include implementation feasibility discussions throughout the design process rather than waiting until final deliverables - this prevents recommendations that are theoretically good but practically impossible.

Successful UX implementation requires organizational change, not just design changes. We help build internal understanding of user-centered thinking, provide training on new processes, and create tools that support ongoing UX work. Change management is especially important when shifting from product-focused to experience-focused thinking.

Tip: Start building UX awareness early in the organization - the best designs fail if people don't understand why user experience matters to business success.

We work within realistic constraints while finding creative solutions that still improve user experience. Our engineering background helps us understand technical limitations and propose alternatives that achieve user experience goals within existing systems. Sometimes the best solution isn't the ideal solution, but it's still a meaningful improvement.

Tip: Discuss technical constraints openly from the project start - this helps focus on solutions that can actually be implemented rather than perfect but impossible recommendations.

We offer continued consultation, training, and process development to help organizations maintain and improve their user experience capabilities. This includes establishing internal research programs, creating design review processes, and developing organizational UX maturity. Our goal is building sustainable UX capabilities within your organization.

Tip: Plan for ongoing UX capability development from the start - external consultation works best when it builds internal expertise rather than creating dependency.

Common pitfalls include treating UX as a checklist rather than a framework, focusing only on individual touchpoints instead of connected experiences, and not involving stakeholders in the research process. We help organizations understand the difference between mimicking UX activities and truly integrating user-centered thinking into their processes.

Tip: Focus on understanding why specific UX activities matter rather than just completing them - this helps you adapt methods to your specific context and constraints.

Large organizations need systematic approaches to UX that work across different departments and products. We help establish UX standards, create shared research and design resources, and develop processes that scale. This includes training programs, design systems, and governance structures that maintain quality while enabling distributed UX work.

Tip: Start UX scaling efforts with pilot projects that demonstrate value before trying to transform the entire organization - success stories help build broader support.

We establish measurement frameworks that track both immediate improvements and long-term outcomes like customer loyalty, reduced support costs, and increased conversion rates. Regular reporting helps demonstrate ongoing UX value and identifies areas for continued improvement. The goal is showing UX as an investment that delivers compounding returns.

Tip: Document baseline metrics before starting UX improvements so you can show clear before-and-after comparisons - this helps justify continued UX investment.