UX Design

Successful UX projects begin with clear business objectives aligned to user needs. Using Experience Thinking principles, we establish what experience you want to create before diving into wireframes or prototypes. This means understanding your users' complete journey, not just individual touchpoints. Our approach connects brand, content, product, and service experiences into a unified whole that drives lasting engagement and business results.

Tip: Ask potential partners to explain their discovery process in detail - firms that rush to solutions without understanding the full experience context often create beautiful designs that fail to solve real problems.

Organizations typically need UX design when they're experiencing user frustration, declining engagement metrics, or struggling with product-market fit. We look for signs like high abandonment rates, support ticket volume, or competitive pressure. Our Experience Thinking framework helps identify whether you need strategy work, tactical design improvements, or a complete experience overhaul across all touchpoints.

Tip: Evaluate your current user feedback channels - if you're not hearing directly from users about their experience, you're missing critical insights that drive design decisions.

UX strategy defines the 'what' and 'why' of your user experience, while UX design executes the 'how.' Strategy work involves user research, journey mapping, and aligning business goals with user needs. Design work creates the interfaces, interactions, and content that bring strategy to life. Both are essential - strategy without design stays theoretical, while design without strategy often creates beautiful solutions to wrong problems.

Tip: Budget for strategy work upfront - it's far more cost-effective to invest in understanding the right problems than to iterate endlessly on solutions.

We use Experience Thinking to connect user experience directly to business outcomes. This means understanding your revenue model, customer lifecycle, and competitive landscape. Every design decision supports specific business goals - whether that's reducing support costs, increasing conversion rates, or improving customer lifetime value. We establish success metrics that matter to both users and stakeholders.

Tip: Define your business metrics before starting design work - conversion rates, customer satisfaction scores, or retention metrics help guide design decisions and prove ROI.

User research forms the foundation of effective UX design. We conduct ethnographic studies, journey mapping, usability testing, and contextual inquiry to understand real user behavior. Research reveals the gap between what users say they do and what they actually do. This insight drives design decisions that create authentic solutions rather than assumed ones.

Tip: Insist on seeing research artifacts, not just summary reports - raw user quotes, journey maps, and behavioral observations provide much richer insights than filtered summaries.

Complex B2B systems require deep domain expertise and stakeholder management skills. We work with organizations like ARM, BlackBerry, and CIBC to tackle enterprise software challenges including data visualization, transactional systems, and multi-stakeholder workflows. Our approach combines user research with business process analysis to create solutions that work for both end users and organizational requirements.

Tip: Look for partners with proven B2B experience - consumer UX skills don't automatically translate to enterprise software complexity.

Tech companies face unique challenges like rapid development cycles, complex feature sets, and technical constraints. We apply Experience Thinking to balance user needs with technical feasibility, creating design systems that scale with your product. Our team includes developers who understand implementation challenges, ensuring designs translate effectively to production code.

Tip: Choose partners who understand your technology stack and development process - great design that can't be implemented is worthless.

We employ a range of research methods including ethnographic studies, contextual inquiry, usability testing, card sorting, and journey mapping. The Experience Thinking framework guides method selection based on your specific needs. We might use diary studies to understand long-term behavior, prototype testing to validate concepts, or competitive analysis to identify market opportunities.

Tip: Ask about method selection criteria - experienced researchers should explain why specific methods fit your particular situation rather than using a one-size-fits-all approach.

Effective recruitment requires understanding your complete user ecosystem, not just primary users. We identify key personas, edge cases, and stakeholder groups that influence the experience. Our recruiting process includes screening criteria, incentive structures, and logistics management to ensure quality participants. We also consider users at different experience levels and lifecycle stages.

Tip: Participate in user recruitment screening - it's an excellent way to understand your user base and catch potential bias in participant selection.

Usability testing evaluates how well users can complete specific tasks with your product. User research is broader, exploring user needs, behaviors, and contexts that inform design decisions. Both are valuable but serve different purposes. Usability testing validates design decisions, while user research discovers what should be designed. The Experience Thinking approach integrates both throughout the design process.

Tip: Use usability testing to validate specific design decisions, but don't skip broader user research that reveals unexpected insights about user behavior and needs.

We create research artifacts that directly inform design work - persona documents, journey maps, and user stories that designers reference throughout the process. Research insights get translated into design principles, feature requirements, and success metrics. Regular research reviews ensure the team stays aligned with user needs as designs evolve.

Tip: Insist on seeing how research insights connect to specific design decisions - vague research reports that don't influence actual design choices waste time and money.

We establish baseline metrics during discovery and track improvements throughout design and development. Success metrics include task completion rates, error reduction, user satisfaction scores, and business impact measures. The Experience Thinking framework connects user experience improvements directly to business outcomes like reduced support costs or increased customer lifetime value.

Tip: Define success metrics before starting design work - this ensures everyone understands what good looks like and provides clear evidence of design impact.

Conflicting feedback often reveals different user segments with distinct needs. We analyze feedback patterns to understand underlying causes rather than averaging opinions. The Experience Thinking approach helps prioritize feedback based on business impact, user frequency, and strategic importance. We also distinguish between what users say they want and what they actually need through behavioral observation.

Tip: Look for patterns in conflicting feedback rather than trying to satisfy everyone - different user segments often have legitimate but incompatible needs.

Competitive analysis reveals market opportunities and user expectations shaped by existing products. We analyze both direct competitors and adjacent industries to understand design patterns users encounter. This research informs design decisions about when to follow conventions and when to innovate. The Experience Thinking framework helps identify competitive advantages through superior user experiences.

Tip: Include indirect competitors in your analysis - users often have experience with products outside your industry that shapes their expectations.

Our design process follows Experience Thinking principles, starting with understanding the complete user experience before creating individual touchpoints. We begin with research and strategy, move through information architecture and wireframing, create high-fidelity designs, and support implementation. Each phase includes user validation and stakeholder alignment to ensure designs meet both user needs and business objectives.

Tip: Look for processes that include early user validation - waiting until final designs to test with users often leads to expensive revisions.

Responsive design requires understanding how users interact with your product across contexts. We create design systems that maintain consistency while adapting to different screen sizes, input methods, and usage contexts. Our approach includes mobile-first design principles, progressive enhancement, and cross-platform testing throughout the design process.

Tip: Test designs on actual devices, not just browser simulators - real device testing reveals interaction issues that desktop simulation misses.

Information architecture organizes content and functionality to match user mental models. We use card sorting, tree testing, and journey mapping to understand how users categorize and navigate information. The Experience Thinking framework ensures information architecture supports the complete user experience, not just individual pages or features.

Tip: Involve actual users in information architecture decisions through card sorting or tree testing - internal teams often organize information differently than users expect.

Complex data requires understanding both user tasks and data relationships. We start with user goals - what decisions need to be made with this data? Then we design visualizations that support those decisions. Our approach includes progressive disclosure, contextual help, and interactive elements that help users explore data effectively. We've worked with clients like ARM and CIBC on complex B2B data interfaces.

Tip: Focus on user tasks rather than data completeness - showing all available data often makes it harder for users to find what they need.

Design systems create consistency and efficiency across products and teams. We develop component libraries, design tokens, and usage guidelines that scale with your organization. Our design systems include accessibility standards, responsive behavior, and developer-friendly specifications. The Experience Thinking approach ensures system components support cohesive user experiences.

Tip: Invest in design system documentation and governance - beautiful components that teams can't implement correctly won't improve your user experience.

Accessibility is built into our design process from the start, not added as an afterthought. We follow WCAG guidelines, conduct accessibility audits, and test with assistive technologies. Our work with HumanWare on assistive technology interfaces demonstrates our commitment to inclusive design. Accessibility benefits all users, not just those with disabilities.

Tip: Test with actual assistive technology users - automated accessibility tools catch technical issues but miss real-world usability problems.

Prototyping validates design concepts before development investment. We create different fidelity prototypes depending on what we're testing - paper prototypes for early concepts, interactive prototypes for user flows, and high-fidelity prototypes for final validation. The Experience Thinking approach ensures prototypes test the complete user experience, not just individual features.

Tip: Match prototype fidelity to your testing goals - high-fidelity prototypes can distract from fundamental usability issues you need to catch early.

We integrate seamlessly with existing teams through embedded designers, collaborative workshops, and knowledge transfer. Our multi-disciplinary approach includes UX strategists, researchers, designers, and developers who work alongside your team. We adapt our process to your development methodology, whether agile, waterfall, or hybrid approaches.

Tip: Establish clear communication protocols upfront - regular standups, design reviews, and feedback sessions prevent misalignment and ensure smooth collaboration.

Stakeholder alignment is critical for design success. We facilitate workshops, create shared vision documents, and establish decision-making processes that keep projects moving forward. The Experience Thinking framework helps stakeholders understand how design decisions impact business outcomes. We also manage competing priorities and build consensus around user-centered solutions.

Tip: Identify decision-makers early and ensure they're engaged throughout the process - stakeholder surprises late in the project often derail otherwise successful designs.

Structured design reviews prevent subjective feedback and keep projects on track. We facilitate reviews that focus on user needs and business objectives rather than personal preferences. Our process includes clear review criteria, documented feedback, and prioritization frameworks. We also educate stakeholders on design principles to improve feedback quality.

Tip: Establish review criteria before presenting designs - this helps stakeholders provide constructive feedback aligned with project goals rather than personal taste.

Effective design handoff prevents implementation issues and maintains design integrity. We create detailed specifications, interactive prototypes, and asset libraries that developers can use effectively. Our team includes front-end developers who understand implementation challenges. We also provide ongoing support during development to address questions and maintain design quality.

Tip: Include developers in design reviews before handoff - early developer input catches feasibility issues and improves final implementation quality.

Design consistency requires governance, documentation, and ongoing support. We establish design systems, create usage guidelines, and provide training for internal teams. Regular design audits ensure consistency is maintained over time. The Experience Thinking approach creates shared understanding of experience goals that guide consistent decision-making.

Tip: Assign design system ownership to specific team members - without clear ownership, design systems often become outdated and unused.

Knowledge transfer ensures your team can maintain and evolve designs after project completion. We provide documentation, training sessions, and mentoring for internal team members. Our certification programs have trained over 4,200 professionals in UX principles. We also create processes and tools that support ongoing user-centered design practices.

Tip: Plan for knowledge transfer from project start - documenting decisions and rationale throughout the process makes handoff much more effective.

Remote collaboration requires intentional communication and shared tools. We use collaborative design platforms, regular video check-ins, and asynchronous communication to keep teams aligned. Our distributed team has experience managing projects across time zones and cultural differences. We also adapt workshops and research methods for remote execution.

Tip: Establish communication norms early - different team members may have varying comfort levels with video calls, screen sharing, and collaborative tools.

Design drift occurs when implemented products don't match approved designs. We prevent this through detailed specifications, developer-friendly design systems, and ongoing involvement during development. Our team includes front-end developers who understand implementation challenges. We also conduct regular design reviews during development to catch issues early.

Tip: Budget for design support during development - the cost of ongoing design involvement is much less than rebuilding poorly implemented features.

We offer front-end development services to ensure designs are implemented correctly. Our developers understand both user experience principles and technical constraints. We create responsive, accessible, and performant implementations that match design specifications. This integration between design and development ensures better final outcomes.

Tip: Consider having your UX partner handle front-end development - this eliminates the communication gap between design and implementation teams.

Technical constraints require balancing user needs with feasibility. We work closely with engineering teams to understand limitations and find creative solutions. Our approach includes progressive enhancement, phased implementation, and alternative solutions when ideal designs aren't technically feasible. We also help prioritize technical debt that impacts user experience.

Tip: Include technical stakeholders in early design discussions - understanding constraints upfront leads to more realistic and implementable solutions.

Testing during development catches issues before they reach users. We conduct iterative usability testing, accessibility audits, and performance reviews throughout implementation. This approach allows for adjustments while changes are still cost-effective. The Experience Thinking framework ensures testing covers the complete user experience, not just individual features.

Tip: Test early and often during development - catching usability issues in development is much cheaper than fixing them after launch.

Post-launch measurement validates design decisions and identifies optimization opportunities. We track metrics established during strategy work, conduct user feedback sessions, and analyze usage patterns. Success measurement includes both quantitative metrics and qualitative user feedback. This data guides ongoing improvements and future design decisions.

Tip: Set up measurement systems before launch - trying to implement analytics and feedback collection after launch often misses critical early adoption patterns.

Ongoing support ensures long-term success and helps teams evolve their user experience. We provide maintenance retainers, periodic design audits, and strategic consultation as needs change. Our approach includes training internal teams, updating design systems, and conducting regular user research to identify new opportunities.

Tip: Plan for ongoing UX support - user needs and business requirements evolve, so periodic design reviews help maintain experience quality.

Design systems require ongoing maintenance to remain useful. We provide system updates, component additions, and usage guidelines as products evolve. Our maintenance includes accessibility updates, performance optimizations, and documentation improvements. We also train internal teams to contribute to and maintain design systems independently.

Tip: Establish clear design system governance before launch - without ongoing maintenance, design systems quickly become outdated and unused.

Project structure depends on your needs and organizational context. We offer fully supported project teams with defined deliverables, embedded team members who integrate with your existing processes, and fractional UX leadership for strategic guidance. Our Experience Thinking approach ensures projects address the complete user experience, not just individual touchpoints.

Tip: Choose project structure based on your internal capabilities - if you lack UX expertise, fully supported projects work better than embedded resources.

Project timelines vary based on scope, complexity, and organizational readiness. Discovery and strategy work typically takes 4-8 weeks, design and testing phases 8-16 weeks, and implementation support varies by development capacity. We provide realistic timelines based on your specific situation and adapt to your business constraints.

Tip: Be wary of unrealistic timelines - good UX work takes time for research, iteration, and validation that can't be compressed without sacrificing quality.

Scope changes are common in UX projects as research reveals new insights. We manage scope through clear change control processes, regular stakeholder communication, and flexible project structures. Our approach includes contingency planning and prioritization frameworks that help teams make informed decisions about scope adjustments.

Tip: Expect some scope changes in UX projects - user research often reveals requirements that weren't apparent during initial planning.

Deliverables depend on project needs but typically include user research reports, journey maps, information architecture, wireframes, high-fidelity designs, prototypes, and design specifications. We also provide design systems, accessibility documentation, and implementation guidelines. All deliverables support the Experience Thinking approach to connected user experiences.

Tip: Focus on deliverables that support ongoing work - pretty reports that sit on shelves don't create lasting value for your organization.

Budget constraints require strategic prioritization and phased approaches. We help identify the highest-impact design improvements and create implementation roadmaps that spread costs over time. Our approach includes quick wins that demonstrate value and build support for larger investments. We also provide options for different budget levels.

Tip: Invest in strategy work even with limited budgets - understanding the right problems to solve prevents wasted effort on low-impact solutions.

Risk management involves identifying potential issues early and creating mitigation strategies. Common risks include stakeholder misalignment, technical constraints, and user adoption challenges. Our Experience Thinking approach reduces risk by validating assumptions through research and testing. We also maintain open communication about risks throughout projects.

Tip: Discuss risks openly with your UX partner - hiding concerns or constraints often leads to bigger problems later in the project.

Project success requires clear communication, regular check-ins, and proactive issue resolution. We use project management tools, maintain detailed documentation, and facilitate regular stakeholder reviews. Our approach includes milestone planning, progress reporting, and adjustment processes that keep projects moving forward effectively.

Tip: Establish clear communication protocols upfront - regular project updates prevent small issues from becoming major problems.

We've worked with leading tech companies including ARM, BlackBerry, and numerous startups and enterprise software companies. Our experience includes complex B2B systems, SaaS platforms, mobile applications, and emerging technologies. We understand the unique challenges tech companies face including rapid development cycles, technical constraints, and diverse user bases.

Tip: Look for partners with relevant industry experience - understanding your business context and technical challenges leads to more effective design solutions.

Rapid development requires adaptable UX processes and close collaboration with development teams. We use agile UX methods, create lightweight documentation, and provide ongoing design support during sprints. Our approach includes design systems that accelerate development and regular user testing that validates decisions quickly.

Tip: Establish UX involvement in sprint planning - having designers participate in development planning ensures user experience considerations are included in technical decisions.

Emerging technologies require understanding both capabilities and user needs. We research how users interact with new technologies, identify appropriate use cases, and design experiences that leverage technology advantages while remaining intuitive. Our approach includes prototyping, user testing, and iterative refinement as technologies evolve.

Tip: Focus on user value rather than technology novelty - the most impressive technology fails if it doesn't solve real user problems.

Enterprise software requires understanding complex workflows, multiple user types, and organizational constraints. We conduct stakeholder interviews, observe actual work processes, and design solutions that fit existing business practices. Our experience includes data-heavy interfaces, approval workflows, and integration with existing systems.

Tip: Observe users in their actual work environment - enterprise software use often differs significantly from controlled testing environments.

SaaS platforms require understanding subscription models, user onboarding, and feature adoption patterns. We design experiences that drive user engagement, reduce churn, and support business growth. Our approach includes onboarding optimization, feature discovery, and user success metrics that align with business objectives.

Tip: Focus on time-to-value in SaaS design - users need to see benefit quickly or they'll abandon the platform regardless of long-term potential.

Regulatory requirements require balancing compliance with user experience quality. We work with legal and compliance teams to understand constraints and find creative solutions that meet both regulatory and user needs. Our approach includes accessibility compliance, data privacy requirements, and industry-specific regulations.

Tip: Involve compliance teams early in design discussions - understanding regulatory requirements upfront prevents costly redesigns later.

International design requires understanding cultural differences, localization needs, and varying technology contexts. We research local user behaviors, adapt designs for different markets, and create scalable solutions that work across regions. Our approach includes cultural sensitivity, technical constraints, and local business practices.

Tip: Test designs with local users in target markets - assumptions about international users often prove incorrect when validated with actual research.