We use a human-centered approach to unpack customer goals and find creative ways to delight and engage them across the user journey. Through research, strategy, analysis, testing, and SEO, we ensure everything we do is grounded in a detailed understanding of your customers—so we can deliver improved and accessible digital solutions.
The starting point for any project, research helps you understand the digital habits of your customers. Our research capabilities include market and industry analysis, competitor reviews, stakeholder interviews, surveys, and our proprietary Spark Labs sessions and workshops.
SEO and pattern analysis
We combine data science rigor with flexibility when handling the messy analytics of digital marketing. We'll develop a data-backed understanding of your digital needs via website and content analysis, keyword and SEO analysis, A/B testing and content optimization data, and evaluative research.
Personas and user journey mapping
Based on research inputs, we document our understanding of your users in personas and journey maps—analyzing sentiment and looking for opportunities. We then examine touchpoints across the journey and identify pain points and roadblocks that can be removed.
Using personas and journey maps, information designers can then create the “blueprints” for your CX solution. These include information architecture, navigation and taxonomy, user flows, low-fidelity wireframes, interaction design, and test prototypes.
Digital and content strategy
We take a content-first approach to digital and CX, prioritizing the words as well as the visuals. A sound content strategy can help you structure content to be both author-friendly and machine-ready. We deliver content audits and inventories, migration planning, content modeling, and personalization design.
Accessibility and user testing
A bedrock of any human-centered design practice, usability testing should be conducted early and often. We use digital experiences to focus in on problem areas and provide actionable feedback. Our accessibility experts bring inclusive design practices and compliance testing to each engagement—from design to development.
- Organizational design and optimization
- Governance and process
- Training and development
- Change management
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