Customer Experience Design Services

Impactful brands, products and services used by millions of people every day.

Building progressive new brands and helping reposition the world’s most prominent companies through experience design

As a global design practice, our multi-national Experience Design team comprises over 700 designers, creatives, strategists, researchers and experience technologists with a 30-year track record of innovation.

Amplifon

The world’s first connected app for hearing aids. Learn more

Ninety One

A new brand and digital experience for Investec Asset Management. Learn more

British Gas

A new digital experience redesigned around the customer. Learn more

Nissan Ariya

Introducing Nissan’s new flagship electric vehicle digitally. View project

Bang & Olufsen

Translating an iconic brand into world-class digital commerce. Learn more

woman on her mobile — Build a lifetime of customer value.

Discover the key to making customer lifetime value (CLV) an enterprise-wide priority.

Learn more

Build a lifetime of customer value.

Discover the key to making customer lifetime value (CLV) an enterprise-wide priority.

Learn more

Now to Next: Episode 1

How Three of the World's Biggest Brands Set New Standards for the Customer Experience

Meet leaders from three powerhouse companies: Marriott International, UPS and Verizon. These companies span a variety of industries, but they have one thing in common: they’re customer obsessed—and anticipating customer needs is the secret to thriving in a digital world.

Our Focus

Tip-of-the-spear CX

We excel at spotting where innovation in customer experience hasn’t already happened. Our teams apply Design Thinking principles and practical delivery with customer obsession to solve the most complex challenges. We help our clients lead their category, not follow.

Computational design

We find ways to deliver certain expressions of design that are improved by automation. ‘Brand’ today means the accumulation of thousands of interactions with a customer. Technology accelerates the pace of those interactions and increases the chance of a leading cause of loss of engagement: incoherence. We help our clients transform their organisation at speed.

Brand & experience

We reconnect brand and customer to form distinctive interactions that outperform competitors. Utility and immedicay of service alone is no longer a marker for success. Meaningful, long-term customer engagement is not brief exclamations, nor is it solely about path-of-least-effort, but design that balances both utility and differentiation to avoid a leading cause of low brand affinity: digital sameness.