Experience Innovation
Services > Experience Innovation

Experience Innovation

We help teams work together to imagine, build, and optimize experiences that matter.

There’s no silver bullet for building experiences that are essential in the day-to-day lives of customers. But with the holistic life of your customers at the core, our multidisciplinary team of designers, technologists, and strategists look across your entire experience ecosystem for actionable opportunities to drive brand differentiation. 

Beginning with research and insights, we help your team with:

  • UX Testing and Rapid Prototyping
  • CX Strategy and Service Design
  • Customer Journey Mapping and Experience Modeling
  • Whitespace Identification and Futurecasting 
  • Ideation, Value Proposition, and Concept Design Sprints
  • Product Development and Digital Design
  • Innovation Pipeline Development & Product Roadmapping
  • Innovation Workshops and Design Thinking Training

Learn More

'

Our Experience Innovation Case Studies

Learn more about how our work has energized strategy for global brands, disruptive startups and everything in between.

Innovation Consulting for Burger King
Innovation Consulting Case Study for Burger King
Case Studies

Innovation Consulting for Burger King


UX Design for Hospira
Hospira Market Research Case Study
Case Studies

UX Design for Hospira


Case Studies

Google knows search; we know consumer insights. Together, we’re tackling the global issues that face the company.

Here's how our ongoing insights work with Pfizer helps them understand patient attitudes and behaviors, and elevate the customer experience in healthcare.
Case Studies

Our ongoing insights work with Pfizer helps them understand patient attitudes and behaviors, and elevate the patient experience in healthcare.

Mikes Hard Lemonade Case Study: Product Packaging Design Research and Innovation
Case Studies

We help Mike’s stay fresh by working with them on everything from flavor profiles, to product innovation, to packaging and advertising.

Why service ecosystems are important for market research
Perspectives

Experience Innovation: How to Think in “Service Ecosystems” to Scope Any Research Challenge or RFP


Kelton's VP of Experience Innovation explains what service ecosystems are, why they matter, and how they can help you think through any research challenge.

Perspectives

How to Optimize Your Brand’s UX (Remotely!) with Heuristic Evaluation


As consumers' time becomes increasingly defined by social distancing and working from home, online experiences will matter more than ever. Here's one way to make your brand's digital touchpoints more effective.

Perspectives

One Magic Tool to Transform Customer Experience


Delivering an amazing customer experience is complicated. Learn how experience mapping can bring your customer experiences to life and provide actionable takeaways to fuel your marketing, experience and brand strategies.

Perspectives

7 Steps to Unite Teams Around Your Customer Experience Strategy


A world class customer experience strategy can bring cross-functional teams together, differentiate your brand from your competitors, and drive exponential growth — but do you have a blueprint for CX success?

Perspectives

Politics are the most important design tool in CX (whether you like it or not)


Politics are the study of power and power structures — and failing to master them is the reason customer experience designers often fall short.

Our Experience Innovation Offerings

No two Experience Innovation projects are exactly alike because no two customers are exactly alike. We treat every engagement as a one-of-a-kind enterprise, helping our clients commit to their customers through amazing experiences — no matter who those customers are. These are some of the tools we use:

UX Testing & Rapid Prototyping


Improve and optimize the touchpoints driving your experience. We build interactive prototypes — from physical hardware to digital wireframes — to discover how users think and, more importantly, what they actually do.

CX Strategy & Service Design


Through contextual customer research and experience modeling, we build world-class services that unify frontstage (customer) and backstage (employee) experiences — elevating human-to-human connections while enhancing touchpoints that drive loyalty and growth.

Customer Journey Mapping & Experience Modeling


Visualize experiences — both as they are and as they could be — and see the bigger picture from the customer’s POV.

Whitespace Identification and Futurecasting


Unprecedented times require unprecedented thinking. We help you meet your customers where they are by uncovering hidden needs, identifying emergent behavior changes, and activating against untapped opportunities to stay a step ahead in delivering market-moving experiences.

Ideation, Value Proposition, and Concept Design Sprints


Less talking, more doing — it’s amazing what a team can accomplish in one week. Bring your team together to rapidly work through an innovation workshop that leads to actionable ideas, compelling value propositions, and testable stim, concepts, and prototypes.

Product Development and Digital Design


From agile to lean to everything in between — whatever product development “language” your team speaks, our product team speaks it too. We design products, services, and customer experiences that materially improve lives and help teams ship experiences that matter.

Innovation Pipeline Development and Product Roadmapping


You can’t build what you can’t see, and you can’t see what you can’t tangibly envision. We help teams create a stage-gated model that helps your organization plan for the future and gives clarity to those on the frontlines of engineering new experiences.

Innovation Workshops and Design Thinking Training


Push thought boundaries, create broad-based buy-in, and uncover opportunities for innovation with stimulus-driven, creative workshops.

UX Testing & Rapid Prototyping

Improve and optimize the touchpoints driving your experience. We build interactive prototypes — from physical hardware to digital wireframes — to discover how users think and, more importantly, what they actually do.

Learn More

CX Strategy & Service Design

Through contextual customer research and experience modeling, we build world-class services that unify frontstage (customer) and backstage (employee) experiences — elevating human-to-human connections while enhancing touchpoints that drive loyalty and growth.

Learn More

Customer Journey Mapping & Experience Modeling

Visualize experiences — both as they are and as they could be — and see the bigger picture from the customer’s POV.

Learn More

Whitespace Identification and Futurecasting

Unprecedented times require unprecedented thinking. We help you meet your customers where they are by uncovering hidden needs, identifying emergent behavior changes, and activating against untapped opportunities to stay a step ahead in delivering market-moving experiences.

Learn More

Ideation, Value Proposition, and Concept Design Sprints

Less talking, more doing — it’s amazing what a team can accomplish in one week. Bring your team together to rapidly work through an innovation workshop that leads to actionable ideas, compelling value propositions, and testable stim, concepts, and prototypes.

Learn More

Product Development and Digital Design

From agile to lean to everything in between — whatever product development “language” your team speaks, our product team speaks it too. We design products, services, and customer experiences that materially improve lives and help teams ship experiences that matter.

Learn More

Innovation Pipeline Development and Product Roadmapping

You can’t build what you can’t see, and you can’t see what you can’t tangibly envision. We help teams create a stage-gated model that helps your organization plan for the future and gives clarity to those on the frontlines of engineering new experiences.

Learn More

Innovation Workshops and Design Thinking Training

Push thought boundaries, create broad-based buy-in, and uncover opportunities for innovation with stimulus-driven, creative workshops.

Learn More

A Top Experience Innovation Firm

We aren't ones to brag, but here are a few reasons clients enjoy working with us on Experience Innovation projects:

Innovation Framework Backed by Insights


We make sure every innovation pathway we recommend can be tied back into an insight or unmet need, so that you’re designing the products, services and experiences your customers actually want.

Better Inputs Yield Better Outputs


What goes in really matters. By starting creative work with truly divergent ideas that stretch your brand’s potential, we elicit powerful reactions that reveal new and surprising opportunities to bring value to your customers.

Organizational Innovation Stewards


Organizational Innovation is disruptive by nature, and brands have to be prepared to navigate this shift internally. Our organizational change experts prepare and energize you company for what’s to come.

Global Market Research Capabilities


Across 45 countries and 6 continents, we collect insights, ideas and innovative services that inspire us and our clients - here, there and everywhere.

Innovation Framework Backed by Insights

We make sure every innovation pathway we recommend can be tied back into an insight or unmet need, so that you’re designing the products, services and experiences your customers actually want.

Better Inputs Yield Better Outputs

What goes in really matters. By starting creative work with truly divergent ideas that stretch your brand’s potential, we elicit powerful reactions that reveal new and surprising opportunities to bring value to your customers.

Organizational Innovation Stewards

Organizational Innovation is disruptive by nature, and brands have to be prepared to navigate this shift internally. Our organizational change experts prepare and energize you company for what’s to come.

Global Market Research Capabilities

Across 45 countries and 6 continents, we collect insights, ideas and innovative services that inspire us and our clients - here, there and everywhere.