Fast, iterative and in collaboration with end users.
In a rapid, iterative design process, we create prototypes that we refine together with end users. We test, measure and optimize each solution to ensure a customer experience that strengthens the brand, increases sales and builds loyalty.
1. Strategic insights
The design work is influenced by many factors, such as knowledge about the client and client objectives, end user needs and current trends. The design work is often directed by a strategy and consists of:
- customer insights and set up guidelines
- future customer journeys and service blueprints
- set up an action plan and decide on an overall concept detailing tactical activities
Read more here on our strategy process.
2. Detailed concept
Through an efficient process, we refine the concept in terms of:
- Function and content
- Structure and flow
- Visual and textual identities
- Detailed metrics
By consistently testing the concept on actual end users, we ensure that we create solutions that are relevant and useful to our client’s customers.
3. Interface design and development
At this stage, we shape and design the detailed user interface in close collaboration with both the client and end users. We do this by prototyping – initially in a draft format, and subsequently increasingly more detailed and functional. During each step of the way, we test the prototype’s usability.
Only after the launch can we truly understand how well the service actually delivers on client objectives. At this stage, we often initiate a data-driven optimization program in collaboration with the client organization. Our model derives from continual improvements using A/B tests and is based on Lean Startup.
We have helped Coop create a digital interface that supports customers before, during and after a store visit. Furthermore, we have created services that allow for Coop’s 3.5 million members to participate in the overall development of the organization.
Fritidsresor.se is the company’s key display window and sales channel. We studied customer needs and analyzed trip booking behavior, then re-designed the entire service to optimize and facilitate the process.
We designed the entire digital customer experience for Marginalen Bank – everything from structuring and packaging its products to developing a completely responsive banking service. We have also created Marginalen Bank’s digital identity.