Definition & strategy

Synthesis of research and discovery findings into user stories and related artefacts (personas, user profiles, user journey maps, business process maps etc.) to communicate user and business needs. Testing and refining ideas to create a viable product proposal to carry forward into development and delivery.

Workshops

Planning, and facilitating collaborative workshops sessions to solve problems and enable progress.

Audiences & personas

Synthesis of user research into archetypal models to inform design thinking, or user-centred design processes.

User journeys & journey maps

Synthesis of research into a map of the customer’s experience, setting the context for subsequent design work.

Content

Creating content that is useful, usable, accessible, and aligns with business needs.

Taxonomy & Information Architecture

Classifying, organising, and structuring sites, pages, and information so that users can find what they need.

Feature prioritisation & strategy

Considering the needs of the business and users, and technology, when determining where to focus effort and which features to prioritise.

Featured Definition & strategy work

Content model, content strategy, and templates

Development of content model, taxonomy, information architecture and template structure, which transformed the user experience of a complex and hard-to-navigate website.

National UK charity

Audience, content & strategy sprints

Defining the audiences of this B2B & B2C healthcare brand enabled structure, content & strategy, to be developed that resulted in engaging landing pages & conversion journeys.

Healthcare

Identifying the problem to solve

Researching, and constructing a cost-benefit analysis matrix for, this call centre workflow, identified where effort could be best applied to improve the process without the cost of undertaking a complete rebuild.

Financial services