Experience Design

When Digital "just works right"

GATHER + STRATEGIZE

RESEARCH + ANALYSIS

Effective interfaces work best when they are rooted in data and behavioral science. WIthout analytical groundwork, important decisions may default to personal opinions. We follow a User-Centered approach to identify the user landscape, individual user journeys, and how digital interactions cross over into other channels. The ultimate goal is to create edge-to-edge predictability where user interactions seamlessly move from one channel to another without surprises or disruptions. Behavioral and quantitative testing are tightly coupled throughout the design process allowing us to quickly uncover critical paths, drop-offs, and unmet user expectations. Our Analytics team is fully engaged throughout the design process and works to define and activate KPIs — putting the project on a continual improvement path.

Detailed User Research

Moderated session observations (Think out loud), expert vs. novice users, heat mapping, and other specialized techniques.

Define Personas


Identify the depth and goals of digital engagement for each persona, based on the size and impact of the user group it represents.

Uncover Drop-offs

Map and analyze historical failure points for user engagements. Flag similar failure points across other engagement channels.

BUILD IN IMPROVEMENT


Continuous analytics to measure user activity and keep improving. Ensure correct KPIs are tracked to enable A/B/n optimization.

Flow + Simplicity

USER EXPERIENCE DESIGN

Using insights gained from research and analysis, we work through our process of iterative ideation, prototyping and re-testing experiences to arrive at a frictionless solution that will delight and engage your users. Defining user flows leads us to a flexible information architecture and the framework for an effective content strategy. We refine interfaces and strive to accelerate user interactions — all with the aim of nurturing long-term customer relationships. 

When needed, our team works within ADA (Americans with Disabilities Act) and GDPR (General Data Protection Regulations) guardrails to ensure use of best practices for legal compliance. At the end, we aim to create user interfaces that “just work” because of their predictability, reusability, expandability, and natural flow.

01. USER FLOWS

Define the paths users take while interacting. Model and simplify new paths for more optimal flows.

02. INFORMATION ARCHITECTURE

Plan architecture based on current engagement models, but build-in flexibility for upcoming expansion.

03. WIREFRAMES

Quick modeling of plausible solutions for evaluation. Efficient iteration and refinement, rather than committing too quickly.

04. INTERACTION MODELS


Interactivity modeling and testing of full user flows
 (Moderated user flow tests, Sankey diagrams, Markov chains, and optimal network flows).
INSPIRE + Move

VISUAL DESIGN

Visual Interface Design aggregates all tangible and intangible aspects of your company identity and reinforces your brand narrative. It’s not just a “skin” that sits on top of website code. It’s a meaningful continuation of your brand voice. To ensure successful brand mappings, our designers leverage market knowledge, competitive insights, emerging design trends, and bedrock visual communication principles. To ensure reusability and flexibility, our designers use Atomic Design Methodology* to create ready-to-roll UI kits for any future development efforts.

BRAND EXPRESSION

Your digital brand voice prophages loud and clear throughout all digital engagements

CREATIVE MUSCLE

Heavily curated visuals, typography and color schemes for an appealing and immersive experience

COMPONENT REUSABILITY


Maintain the integrity of your new UI with a library of reusable components
, also known as a UI Kit

Personalize + Resonate

Content Strategy

Content Strategy is imperative for the long-term success of a digital property. Too often marketing and communications teams find themselves without solid guidance on content creation, content workflows, content scoring, and content personalization options. Our Digital Experience team will work with you to define viable options and governance for all content-related activities. You will be able to answer questions like: Who writes new product content (and what are the triggers)? What does the workflow look like? Is there a content template for new vertical landing pages? Should we personalize a CTA (Call to Action), content, or both? Do we have the right structures for explicit/implicit personalization?

CONTENT ROADMAP


How you will write, promote, reuse and retire content. What resources will you need and when will you need them?

CONTENT GOVERNANCE


Who writes what, where and when. How do you govern globalization and localization

PERSONALIZATION

Embed personalization in the content structure so systems (CMS, CRM, marketing automation) trigger personalized content

CONTINUE THE CONVERSATION

USER TESTING 101

Uncover actionable ideas and insights you can implement into your marketing efforts for positive results.

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CONTACT US

Let's talk about solutions for the goals, challenges and opportunities your company will encounter in your digital space.

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