Creating exceptional user experiences

Our researchers use a range of techniques to inform our process. Data analysis of analytics, heatmap and CRM data allows us to build a detailed view of user behaviour. Qualitative data acquired through session recordings, user interviews and usability studies gives us powerful insights and even more reliable and relevant knowledge of our audience. Heuristics are used to evaluate existing products and to gain inspiration from competitor and related products.

Defining our audience and understanding their roles in the conversion process allows us to write user stories, map out user journeys and a content structure based on their requirements. Agreeing a site architecture for the website or app early in the process gives us a clear roadmap for delivery.

Interactive wireframes allow us to visualise the user journeys and templates, agreeing content requirements prior to the UI design phase. Working in an agile approach with short feedback loops means we can test and iterate quickly before arriving at the best solution.

Our designers follow existing brand guidelines, or work with our creative team if we are rolling out a new brand. Our approach focuses on creating a clear design system that can then be used to develop component libraries and full Interactive page designs.

We use a wide range of industry-leading tools and techniques to generate and analyse qualitative and quantitative data. This data sits at the heart of our decision-making process to identify issues, develop solutions to test, iterate and learn.

Our teams are used to collaboration, either with our in-house Creative Technology team, external partners or in-house teams to deliver the project. Regular stand-ups, WIP meetings and dedicated QA specialists mean that we work together to deliver an outstanding product.