SERVICES

We mine new insights, find them in existing research, or bring those our customers have in to sharper focus. We apply them to find ways for our clients to connect more powerfully, build better products and experiences that deliver better business results.

Experience matters

Each experience can be as small as a single phone call, filling in an online form, or asking for help to choose your new phone or credit card in store. An experience can be as big as a lifetime of banking since you opened your first account or the fact this is your third purchase of the same make of car.

The small things all go to make the big things work. In isolation none of these things seem so important, but when they add up they become significant.

When they all work and become a seamless and logical series of interactions they are a powerful mix. When they are not all good, and don't integrate logically they become a significant liability.

Meeting customer and business needs isn't a 'one or the other' situation. The most successful businesses understand this and take an integrated approach to designing and delivering customer experiences. This allows them control and ensures relevance when defining, improving and sustaining every aspect of the experience customers have.

If your product, your price and your service models are in good shape, experience design improves the integration of all your activity and ensures that the value a customer gets feels aligned to their needs as much as yours.

Experience design requires

A more holistic perspective - Taking into account all aspects of the brand/business, from products, services, the retail environment, online, staff culture etc, and being conscious of how each contributes to the bigger picture – both for the business and your customers.

A more customer-centric perspective - This must be truly grounded by deep insight into customers' fundamental human needs, hopes, fears and aspirations.

Insight applied

For you - understanding your customers is vital. For us - understanding you is equally important. We need to balance the value of insight with the pragmatics of business, and ensure the solutions we design are tangible, actionable, and valuable.

For us - Success must ultimately be reflected in the improved performance of your products, people, business or brand.

More information

For more information about Customer Touchpoint Optimisation services contact:
Martin Grant on 09 375 1592

For more information about Brand services contact:
Aaron Carson on 09 375 1592 or Gill Coltart on 04 499 0828

For more information about Research and Strategy services contact:
Martin Grant on 09 375 1592 or Sherryn MacDonald on 04 499 0828

For more information about Online services contact:
Hayden Vink on 09 375 1592 or Katherine Allan on 04 499 0828

To get a view on how DNA works, hear what our clients have to say.