Creating new services from insight is where value is realised. By architecting the flow of new services and getting those in front of customers as soon as possible without overly being obsessed with perfect pixels. Finding the set of features that are the most useful to customers and strengthening those with persuasive design is what makes services work. And work well.

 

We offer four concept services:

  • New product architecture
  • Persuasive design
  • UI design
  • Prototyping

 

New product architecture

Using a blend of insight from best practice reporting, customer co-creates and data, features can be clustered together forming relationships and natural flows between them. This process does not race ahead of itself to create an interface, but seeks to plan out the three types of connection:

  • People
  • Physical retail
  • Digital platforms

And specifically across the service periods:

  • Pre – what the customer is thinking/doing/feeling before they engage with the brand
  • During – what the customer is thinking/doing/feeling when engaged
  • Post – what the customer is thinking/doing/feeling after the engagement

Processing all research in a bottom up method leads to new ideas without prejudice or straw man concepts. Documenting in a bubble diagram allows for simple rework, playing out a new of different fits and assessment against each persona group need.

Relationship diagram, persona application

 

Persuasive design

Using psychology techniques to help shorten a journey, make a decision easier to make or get in to a positive routine that ultimately benefit the customer can be the right thing to do. This white hat approach to using persuasive techniques can benefit both the business and customer and certainly not manipulate them. By auditing the attitude of the business a map can be produced where the organisation is most comfortable to apply this. And by building a backlog of recipes these techniques can be deployed via A/B or MVT methods to understand what has the most impact.

By using cultural data, products can be adapted to have best fit for specific countries. By creating groups where cultural dimensions are aligned, these can be used to make segment level changes to the service to make it best fit. 

Cultural analysis and persuasive dimensions

User Interface design

Patterns are created from the experience principles to create a library of components. A design language is developed from brand guidelines that creates a series of symbols to rapidly build out all screens in the platform. These are continuously shared using a number of cloud based services to facilitate live white boarding sessions to more comprehensive review and commenting. This high pace way of working is often new for organisations who are more experienced with waterfall project approaches and can be a practical introduction to agile design.

Sketch environment for creating interface design

 

Prototyping

To gather customer feedback during UI design, creating a simple tappable prototype that demonstrates the core features before any more time is spent on crafting design or code development is an important step in the design process. Producing mobile prototypes are the fastest method to build out journeys and most likely to be core method the customer will actually view the site. Once the prototype is stitched together it is simple to share and capture comments acting as a repository for the design and development team ahead of any specifications.

Interactive design prototype, screen flows and mobile testing