What you'll get

A range of experience concepts designed to create customer behaviour shifts across now, next and future horizons, vetted and prioritised by key stakeholders.

1. Customer propositions and service concepts
   A comprehensive suite of feasible solutions to create the behaviour shift you wish to see. Personas describe the needs, desires and pain points of those audiences we’re designing for. An experience blueprint details the end-to-end CX – mapping channels and touchpoints.
2. Experience framework
   Includes the strategy for how people experience the new product or service, and an experience arc for how it evolves across three horizons (NOW, NEXT, FUTURE). You’ll receive a bespoke set of audience takeaways, design principles, unique experience themes, opportunities, Ownable Moments™, and the elevator pitch for your vision.
3. Product arc
   This high-level roadmap shows the way forward for developing features, and how opportunities can be delivered over time. An emergent brand and visual design system provides a brand and marketing-approved toolkit for delivering propositions.

What you'll get

Your product or service vision is realised in a tangible way, and an approach to making it real.

1. Experience strategy
   Sets out how people will experience the new product or service, and how it evolves: a bespoke framework of audience takeaways, design principles, unique experience themes, opportunities, and Ownable Moments™.
2. Audience shift
   A set of personas describing the needs, desires and pain points of the audiences we’re designing for, and the behaviour shift we aim to bring about in them. The Experience Blueprint details the end-to-end CX – mapping channels, touchpoints, and Experience Arc.
3. Prototype and roadmap
   A high-fidelity prototype demonstrates features, functions, interactions, and Ownable Moments™ across the customer lifecycle. The product roadmap shows the way forward at a higher level. And the emergent brand and visual design system provides a brand and marketing-approved toolkit.

Through prioritisation and alignment sessions, we’ll make sure you have the required consensus and key stakeholder buy-in to the new product.

What you'll get

An assessment of how well your digital estate performs to support and engage the needs of your customer, along with strategies to improve the current state, and a set of sprints to evolve this incrementally.

1. Audit
   We’ll look at how current journeys through your digital estate perform against key tasks and objectives, benchmark against your competition as well as lateral product/services, and build a blueprint to uncover the highest value areas of improvement.
2. Audience understanding
   A set of personas describing the needs, desires and pain points of the audiences we’re designing for, and the behaviour shift we aim to bring about in them.
3. Benchmark report
   Your report will clearly outline a grade for the current experience across each key journey, where you sit against your competitors, as well as where the potential change might happen.
4. Sprints
   Based on the agreed objectives and timescale, each sprint will focus on a set of prioritised small, medium and large improvements, along with all associated design assets.