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customer experience support
for It department

— Users find your service easy to use and recommend it to others.

WHO NEEDS IT

  • business owners
    ➝ When you are developing a product, service or ecosystem
  • products owners
    ➝ When you are responsible for soft and app performance
  • companies and organizations
    ➝ When you track, control and improve business metrics

WHY BUSINESS NEEDS IT

  • to develop it product or service
    Business develops new value product by by using data of user pains, needs, drivers
  • to test hypothesis and add new features
    Business reduces risks and save money by understanding user needs and behaviour
  • to improve business metrics
    Business gets better performance by removing gaps and bottlenecks on the user journey
WHEN BUSINESS NEEDS IT
  • ➝ The product has low quality or value
  • ➝ Need to optimise User Journey to a seamless interaction
  • ➝ New functionality has many risks or needs to understand
  • ➝ Users do not execute scenarios due to usability problems
  • ➝ Low number of users or low frequency of product use
  • ➝ Low sales with a good quality product
88% of online customers say they wouldn’t return to a website after having a bad user experience.
CX SUPPORT INCLUDES
PRODUCT VALUE
Product value is the main reason a user chooses and uses your product. The value of your product is determined by how well you meet your users' needs.
USER EXPERIENCE
User experience (UX) design creates products that provide users with useful, meaningful and relevant experiences.
CUSTOMER EXPERIENCE
Customer experience (CX) is the sum of your customers' impressions of your brand as a whole, across all aspects of the customer journey.
PRODUCT EXPERIMENTATION
Product experimentation is the process of constantly testing hypotheses about how to improve your products and services.
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94% of negative user feedback is about design including interaction design.

OUR PROCESS

1
Request
First meeting. Refine the company’s request and fill out the brief.
2
Research
Conducting in-depth research. Study scenarios, user habits, trends.
3
Analysis
Identification of patterns, bottlenecks, gaps. Discover points of growth.
4
Report
We provide businesses with a report on customer pain points, needs, and values.

WHAT DOES THE SERVICE INCLUDE

DURATION: 3 weeks
  • Identification of key and potential user groups
  • Identification of key groups of factors affecting reduction of profit
  • Conducting in-depth interviews
  • Learning trends and best practices
  • Identification of needs, values, and barriers
  • Recommendations for product improvement and reporting results
  • Mapping user flow with identification of problems
  • Co-design workshops for idea generation (optional)
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Will CX strategy work
for your project?

Take advantage of a free 30-minute expert consultation:
  1. Understanding your business needs and tasks
  2. Determine the level where the problem lies
  3. Determine actions you need for customer experience strategy
  4. Determine actions you can take right now

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THE VALUE OF OUR APPROACH

Problem solving method
We use the design thinking method in combination with tools such as service design, customer development, JTBD, UX methods, because they allow us to identify bottlenecks and their real causes.
Out-of-the-box method
We use the design thinking method because it allows us to work with custom tasks for which the solution is unknown or not obvious and enables us to generate new out-of-the-box ideas.
Data-driven design
We use the design thinking method because it is data-driven design for businesses that allows decisions to be made largely on the basis of collected data on customer behavior and activities.
Get an estimate of your project
You can choose a convenient time for a consultation to evaluate your project.
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