Research & Strategy

You want your product or service to have "better user/customer experience," but figuring out the why and how can be a challenge. Or, you're not yet ready for a full-scale re-design, but want to explore what "better user/customer experience" means for your organization.

Either way, strategy anchored in research leads to better experience design and implementation in the long run. Defining every aspect of the product or service experience before starting the implementation phase, means fewer misunderstandings, as well as less rework and resource wastage during the design process.

 

What does it actually mean?

  • Expert review of current product or service

  • Definition & alignment of business vision & goals

  • Research into customer, user, employee needs

  • Review of analytics, sales data, competitors

  • A roadmap with prioritized goals

  • Metrics to measure the ROI

  • Team alignment on a long-term plan execution

  • Continued support beyond the project timeline


Research & Strategy + Implementation

Something is not working. Customers/users are complaining, business targets are not being met, or the competition is gaining ground. Or, maybe, you have an idea that needs expert product/service experience design to get off the ground. 

Good experience design is good for business. We tackle product/service challenges in a collaborative, holistic way, considering ALL customer/user touch-points in the business structure.

This way, we step beyond the obvious and examine a range of engaging and viable product/service solutions for all people who come in contact with your organization.

 

What does it actually mean?

  • Expert review of current product or service

  • Definition & alignment of business vision & goals

  • Research into customer, user, employee needs

  • Review of analytics, sales data, competitors

  • A roadmap with prioritized goals

  • Metrics to measure the ROI

  • Team alignment on a long-term plan execution

    +

  • Information Architecture for optimal content structure

  • Creation of tangible design solutions

  • Testing of proposed solutions with real customers

  • Continued support beyond the project timeline


Facilitation & Training

Most iconic products and services start as ideas. Yet, most ideas fail to become icons.

There is a method to this madness. We created Design Think Labs to guide teams in nurturing ideas through a custom process that builds a human-centered connection between their business and their customers.

Backed by decades of real-world experience combined with the best of Design Thinking Theory, we teach you a unique, reusable, and practical framework to create meaningful products & services for customers.   

 


What does it actually mean?

We guide your team to: 

  • Define long term goals

  • Identify specific challenges to solve now

  • Conduct customer interviews with empathy

  • Analyze data to uncover customer pain-points

  • Ideate potential solutions with a cross-functional team

  • Prototype ideas for immediate customer feedback

  • Continued support beyond the project timeline


Client Reviews

A strong, collaborative leader.

Diana's guidance, instruction and supporting insights were instrumental to the success of the project. She has an in-depth understanding of both design and development process and works collaboratively with both sides to eliminate friction and create stellar user experiences.

Camilla Papale, Creative Director, Madison Avenue Creative Inc.