02.2 · Create Better Customer Experiences
UX & Product Experience
Test how people really use your products, apps and websites — and fix the usability issues that stand between them and a great experience.
Insight
Questions we help you answer
- Q1
Can people complete key tasks easily, and where do they struggle?
- Q2
Does the product meet expectations and feel intuitive?
- Q3
Which design changes will improve the experience most?
Methodology
How we approach it
- 1
Set the tasks
Agree the critical user journeys and success measures to test.
- 2
Observe use
Run moderated and unmoderated usability sessions with target users.
- 3
Diagnose
Pinpoint friction, confusion and unmet expectations, and rate their severity.
- 4
Iterate
Recommend design changes and re-test to confirm improvement.
Methods we use
- Usability testing
- UX/UI research
- In-home product use
- Heuristic review
Deliverables
What you get
- Usability findings and severity ratings
- Task success measures
- UX/UI recommendations
- Before-and-after comparisons
Case studies
Case studies are on their way.
We're preparing published examples of our ux & product experience work. Ask us for relevant experience in your category — we're happy to walk you through it.
More in Create Better Customer Experiences
- Customer Experience & LoyaltyMeasure and improve satisfaction, advocacy and loyalty — and find out which parts of the experience actually drive customers to stay, spend and recommend.
- Customer Journey OptimizationMap the end-to-end customer journey across channels to find the moments of friction and delight — and redesign the ones that matter most.
- Consumer SegmentationDivide your market into meaningful, actionable segments — with archetypes and personas that teams can use to target, design and communicate.
- Communities & Continuous ListeningStay close to customers between projects with online research communities and always-on listening that feed decisions week after week.
- AI-powered Consumer SimulationExplore consumer reactions early with AI-simulated respondents built from real research data — for fast, directional answers that are then confirmed with real people.
Talk to us about UX & Product Experience
Tell us about the decision in front of you and we'll recommend the right design, sample and timeline.