Products and services are the lens that your customers see you through. It is critical to get them right.
Whatever your objective, we start by defining measurable business outcomes.
Websites, apps, wearables, kiosks, augmented reality.
We take a customer centric view of your products and services and design optimal solutions that meet customer needs. We love to get into the detail and identify real pain points and opportunities. We believe in lean, rapid design techniques with a test and learn approach to get to results fast.
“If you think good design is expensive, you should look at the cost of bad design.”
— Dr. Ralf Speth, CEO, Jaguar
Make a difference with…
User experience.
Carefully crafted customer journeys, empathetic experience maps, considered wireframes and verified personas. We have 15 years experience designing best in class digital products.
Product design.
Beautifully crafted design, rapid prototyping, user testing to verify your ideas, design systems and tech handover. We have worked in retail, F&B, finance, charity, entertainment and travel sectors.
Service design.
Visually compelling stories that pin point strategic areas of opportunity. We use service design methods to look at the whole picture - for client and business, to ensure we deliver ongoing value.
Big picture to small details.
Customers engage with brands in multiple ways, that’s why you need to think about the omni-channel experience. We help you look at the internal tools and processes that enable the customer experience and work with you to create efficiencies across your business. The actual process we follow is tailored to your needs and budget. We work quickly, and minimise wastage so you get to outcomes faster.
Tell a story
We provide you with the tools to bring internal teams together, centred around the customer experience.
Get return on investment
We work with your teams to define measurable outcomes and drive change internally.
Case Studies
Not all our projects can be shared online, if you would like to hear more about how we can help your business grow, get in touch.
Nandos
Firstly we worked with a micro cross functional team to re-design the Nando’s menu online. Within 12 weeks we had deployed our new web page and were seeing instant positive results.
Our role was to design and validate (through user testing) the web page and hand over to the developer.
Read more about what we did in our published medium article.
Website menu redesign
We completed a detailed discovery phase including a site audit, industry review and insight gathering. We then combined both user testing and A/B testing to inform a new information architecture and produce a new navigation design.
Website navigation UX refresh
Project outcomes
Our efforts contributed to conversion rates doubling (7-14%), bounce rate falling 6%, 8% uplift in customers achieving their goals and rating their experience as “very good”.
Most of the long terms changes are yet to be implemented but the quick wins resulted in a 200% uplift in clicks to “order online'“ leading to an estimated £370k sales increase per quarter.
Customers said…
“Much clearer than the old site” and “Very easy to navigate!”
Nandos said…
“Polly has been a valuable asset to Nando's, bringing a positive and thoughtful attitude to the problems to solve. This meant she's been a trusted pair of hands, looking to consider all angles from business needs to customer needs in order to deliver the best quality work possible.”
- Neil Macleod, Head of Design
Merlin Entertainments
Wearable and website UX & design, Service design for The Bear Grylls Adventure
We worked with Merlin Digital to launch a new theme park in partnership with Bear Grylls. We designed the digital guest journey, customer portal and wearable experience, and worked with 5 suppliers to launch the first fully integrated wearable into a UK theme park. Later we assisted the marketing team in the redesign of the website.
“Bear Grylls Adventure delivered Merlin’s first interactive wearable, but more importantly delivered an end to end digital guest journey done at scale. From the new redesigned website right through to the lockers at the end of day, our team has been at the heart of the design process. Unanimously fantastic praise from the board and now being talked about openly with the city and investors.”
Kieran Harvey, Director of digital products and services
Project outcomes
Our efforts resulted in the highest ranking Merlin attraction on trip advisor and an 18% higher ATV using the wearable vs conventional payment methods. After our website changes went live conversion rate tripled and AOV went up 40%.
Customers said…
“Reading through the website and what the activities involve, it really does get you excited about visiting. It was a quick check in process and the locker/watch scenario is a great idea. If you setup your bear tag prior to arrival it makes the day so much easier, being able to leave everything in your locker and you’re still able to purchase food and drink etc with your bear tag watch”
Merlin said…
“It’s fucking brilliant”
Nick Varney, CEO