Customer Research and Experience Design
Our end-to-end approach blends accessibility expertise with omnichannel design, helping organisations deliver inclusive, connected experiences that stand the test of time.
A world-class team of user experience experts
We deliver end-to-end research and experience design that goes beyond the surface. From discovery to delivery, our team is uniquely equipped to shape solutions that work seamlessly across channels and customer touchpoints. Every consultant is trained and certified in accessibility, ensuring inclusivity is built in from the start. Combined with our deep expertise in omnichannel strategy, we help organisations design experiences that are not only user-centred but also scalable, connected, and future-ready.
Our focus areas
Customer Research
We use both quantitative and qualitative techniques – including usability testing, interviews, and surveys – to gain a deep understanding of your different customer segments. Insights are translated into data visualisations, personas and customer journeys, and then we provide strategic recommendations on the highest-value problems to target.
Service Design
Whether you want to design a new innovative service or improve an existing one, we use research-led practices to identify both front stage and back stage processes, and how they tie in with customer actions to create a seamless journey.
Product Design
Our experts have designed innovative platforms, apps and websites for Australia’s biggest brands. We work with you to define a product strategy, prioritise features and then design the solution iteratively from low to high fidelity, backed by continuous rounds of usability testing and user feedback.
Design Systems
Design systems speed up design and development workflows, as well as create greater brand and design consistency. We help you break down your visual language into reusable components that your teams can use to deliver ideas.
Digital Accessibility
Our solutions are designed strictly according to WCAG criteria. We work with development teams to ensure products are usable by all, including those using screenreaders, magnifiers, and more. We also perform accessibility audits on existing products to help you identify areas of improvement.
Omnichannel
When we design an experience, we don’t do so in isolation. We understand that customers are fluid and move between different digital channels and physical interactions. Because of this, our experiences are designed with every touchpoint in mind, with digital supporting the physical and vice versa.
Conversion Rate Optimisation
We help Australian businesses turn more of their existing traffic into customers – through evidence-based conversion rate optimisation that combines behavioural research, data analysis, and experience design.
Our engagement models
We offer flexible ways of working to match your goals, whether you need strategic input, hands-on delivery, or extra capability for your team.
Advisory
Guidance from our senior experts to shape strategy, validate direction, and solve complex design challenges.
End-to-end delivery
A dedicated team to take your project from research and strategy through to design and implementation.
Augmentation
Specialist consultants embedded in your team to boost capacity and bring targeted expertise where you need it most.
Examples of our work
Expert insights
Serar Serar
Head of Product & Delivery
Serar Serar
Head of Product & Delivery