Our unique and purposeful process goes way beyond just “making things pretty.” We draw out your company’s core values and infuse substance into every aspect of the final product, with each phase building on the one before. The result? Remarkable experiences that really resonate with your audience.
Phase I: Research
“Give me six hours to chop down a tree, and I will spend the first four sharpening the axe.”
- Abraham Lincoln
Overview: We’ll conduct appropriate background research into the project, including company research (discovery workshops, staff interviews, etc.), audience/customer research (surveys, interviews, ethnography, etc.), competitive research, industry/market research, and customer experience audits.
Deliverable: An enlightening research report detailing our findings, analysis, and insights
Phase II: Roots
“These visionary companies [characterized by purpose and values] outperformed the market by a factor of 16 to 1….”
- Jerry Porras
Overview: Consumers respond to companies with a strong sense of self and a clear character. We have a specific methodology for establishing these “roots” of your customer experience, including purpose, values, positioning, audience, style, and vision. This phase provides a simple structure and starting point for designing your customer experience.
Deliverable: A “roots report” describing your company’s key intangible characteristics
Phase III: Experience design
“Be everywhere, do everything, and never fail to astonish the customer.”
- Anonymous
Overview: Based on the insights gathered during Phase I and the strategy derived from Phase II, we’ll begin designing the customer experience. This process typically includes a design concept or story, identification of key experience elements (colors, textures, patterns, voice and tone, words, phrases, etc.), and a strategy for rollout.
Deliverable: Experience concept overview, experience elements report, rollout strategy and execution plan, and any necessary design/content deliverables (logos, print pieces, websites, uniforms, interior design, sonic branding, style guides, advertisements, interface designs, service design, etc.)