We make sure design, tech and business goals are aligned
- Experience vision
- Service design
- Strategy as process
- Financial modelling
We optimise content-driven products that support personalised, progressive customer experiences and measurable business outcomes
We’re obsessed with how content and information are structured to create sense and meaning for users. So we design for engagement and relevance. Relevance, via categorising and labelling content and metadata so that it can be found through search, artificial intelligence and menu-based navigation systems. Engagement, by understanding users; the behavioural segments they belong to, the keywords they use when searching for information, and how your messaging can be intelligently differentiated from the competition.
We produce both text and visual content, including fast turnaround video for sharing in social channels. We work in many languages (15 at the last count) and produce content that is culturally relevant for local markets, not simply a translation. Over the past 6 years, we have designed efficient content production workflows for most kinds of client needs. From international enterprise sites with thousands of pages, to transactional e-commerce funnels and global tourism portals, serving hundreds of campaigns a year in multiple languages.
Analytics and testing ensure that products and services work as intended. We use quantitative and qualitative methods to track user patterns, behaviours, transactions as well as automated data streams from applications and sensors. We produce dashboards using products from Google, Tableau, Apsis and others to visualise what is happening in real time, and tell you what activities are producing results so you know where to focus your energy and investments. User testing is also a critical source of insight so we maintain our own Experience Research Lab with audio and video feeds. We also offer remote testing, where users can be tracked as they interact with products from their own location.
We go by the build-measure-learn credo, making small changes in design, messaging and page flow to see how this affects users ability to reach their goals. These continuous experiments maximise customer interaction, engagement and traction. Ultimately, we want our products, services and platforms to shape themselves to the user. Using a content management system, we can manipulate cookies, content tags and segment definitions to automate the personalisation of content, UX and even functionality, so the digital experience is progressively adapted to the needs of each user.