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Customer Journey Optimization: Experience-Focused Insights

We leverage design thinking to create new experiences that help you take on tomorrow’s challenges.

“Truly great experience starts with understanding human behavior.”
Owen Daly-Jones - SVP Insight & Design

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The digital landscape has never been more complex. Things now change faster than ever, and businesses are struggling to keep up. They need to create innovative customer experiences that drive growth. While at the same time, customer expectation continues to evolve, and what works for people today, may not work tomorrow.

So, what can businesses do to stay on the front foot? Focus on the experience. The future of business relies on forging deep, lasting connections with customers. With a careful blend of human and data insights, we help organizations find new ways to connect with customers in the right way at the right time. 

Whether it’s enhancing music experiences with AI and automation or using voice technology to connect young people to a world of knowledge, we start our design process by understanding your people.

Your Partner for What Comes Next

We utilize a powerful approach that fuses a deep understanding of people and cultures with design thinking methods to understand how customers and employees experience your organization. Our design process maps an end-to-end customer journey to identify pain points and growth opportunities, sparking new ideas for your future.

At each stage, we draw on a team of world-class designers, creatives, strategists and researchers, based out of our design studios in London and San Francisco. As well as this, we also tap into an extended global network across 50 countries and 30 languages. Partnering with industry-defining brands, we create experiences that make the everyday for your customers exceptional.

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Our Experience

Humanizing Innovation

Using insights to achieve a human-machine balance

Customer & Employee Experience

Designing superior experiences that serve both

World-Class Design Experts

Shaping seamless customer experiences for over 40 years

Positive Impact

Better experiences for humans that also drive business success

Global Perspective

Gathering local insights on a global scale

Our Insight & Design Services

Design Research

Our design research helps us experience services through the eyes of customers and employees. With these insights, we can ideate new solutions and services.

  • Field Research & Diary Studies
  • Behavioral Personas
  • Journey Mapping
  • Service Safaris

Digital Design

We scope the problem space, create concepts, and rapidly test prototypes across every digital touchpoint to understand what works and what doesn’t.

  • Design Sprints
  • Wireframing & Prototyping
  • Web & App Design
  • Voice UI

Creative Services

We produce creative content for digital experiences that helps customers and employees connect with brands.

  • Content Strategy
  • Storytelling
  • Digital Content
  • Video Production

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