Part of Digital Product & Engineering
Experience design
We design services, interfaces and journeys that people understand at first use, on any device or connection.
Users judge an organisation by the moments where they struggle. Good design removes friction quietly, and it has to work on a mid-range phone and a patchy network, not just a designer’s screen.
When to call us. Signs it’s time for this work.
- Customers abandon forms or call support to finish simple tasks.
- Each channel looks and behaves differently.
- Staff tools need training because they are hard to use.
- Your service is hard to use for people with low digital literacy.
What’s included. Scoped to your context, delivered end to end.
- 01
Service design
Mapping end-to-end journeys across branches, call centres and digital channels to find where people drop out.
- 02
Interface design
Clear, consistent screens for web and mobile, designed for real devices, languages and network conditions.
- 03
Design systems
Reusable components and guidelines that keep every product consistent and make engineering faster.
- 04
Usability testing
Regular sessions with representative users, in French, English or local languages, to check designs before release.
How we work. Four phases, with value at every step.
- 1
1–2 weeks
Understand
We review existing journeys, analytics and support data to see where users struggle today.
- 2
1–2 weeks
Map
Current and target journeys are mapped with your teams, agreeing what must change and why.
- 3
3–6 weeks
Design
We iterate on wireframes and high-fidelity designs in short cycles, testing with users throughout.
- 4
1 week
Hand over
Engineers receive annotated designs and a component library, and we stay close during the build.
What you walk away with
- Current and target journey maps
- Wireframes and high-fidelity designs
- Design system and component library
- Usability test reports
- Annotated developer hand-off files
What changes
- Fewer abandoned journeys and support calls
- A consistent brand experience across every channel
- Products people can use without training
Where we do this work. Sectors where this service matters most.
- Public SectorGovernment bodies and agencies delivering simpler, more trusted public services.
- Healthcare & Life SciencesProviders, payers and life-science companies improving outcomes, access and efficiency.
- Retail & ConsumerRetailers and consumer brands competing on experience, relevance and agility.
Common questions.
Do you design for low bandwidth and older devices?
Always. We design and test on the devices and networks your users actually have, keeping pages light and making key tasks work when connectivity drops.
Can you work with our existing brand guidelines?
Yes. We extend your brand into a digital design system rather than replacing it, and work with your marketing team to keep the two aligned.
Is design separate from engineering?
No. Designers and engineers sit in the same team, so designs are feasible from the start and nothing is lost in hand-over.
More in Digital Product & Engineering. Offerings that often run together.
- Product strategy & discoveryWe help you decide what to build, for whom and why, before significant budget is committed.
- Software engineeringCross-functional teams that build secure, maintainable software and hand it over in a state your people can run.
- ModernisationWe move ageing core systems onto modern foundations step by step, without stopping the business that depends on them.
Discuss Experience design
Tell us where you are. We’ll tell you honestly whether and how we can help.