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.
Our Approach
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
What You’ll Get:
- Creative co-creations
- Jobs-To-Be-Done discovery and prioritization
- Journey mapping workshops
- Mindset diagramming
- Participatory design
- In-situ observation
- Innovation and design thinking trainings
- Design and concept development sprints
- Package design and modeling
- Digital prototyping
- Heuristic evaluation
- Moderated UX testing
Results to Expect:
Human-centered product and service design
Training that empowers teams to lead
Opportunity framing that sees past constraints
Industry-leading experiences that drive loyalty
Journeys that unify teams around a vision
Storytelling rooted in deep human context
Strategies that bring teams together
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
A whopping, rapidly evolving QSR landscape requires Burger King to continually innovate and differentiate their offering. Here's how we use innovation consulting to help them stay relevant when appetites change.
UX Design for Hospira
We helped Hospira put patient health first with intuitive, optimized UX design for a lifesaving digital platform.
Consumer Insights for Google
Google knows search; we know consumer insights. Together, we’re tackling the global issues that face the company.
Healthcare Patient Experience and Patient Segmentation Research for Pfizer
Our ongoing insights work with Pfizer helps them understand patient attitudes and behaviors, and elevate the patient experience in healthcare.
Product Packaging and Design Research for Mike’s Hard Lemonade
We help Mike’s stay fresh by working with them on everything from flavor profiles, to product innovation, to packaging and advertising.
Experience Innovation Leadership
CX Annual Planning for 2021: Program Strategy in a COVID World
Annual planning is more challenging than it's ever been. Here's the advice CX teams need to face the year ahead and set themselves up for success.
Design Research: The Perfect Tool for Our Paradigm Shift
In a post-COVID world, consumers are re-evaluating what matters, learning what they can do without, and establishing new behaviors that serve suddenly-reshaped needs. The stakes have rarely been higher for brands to truly meet consumers where they are. Enter Design Research.
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.
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.
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.
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.