Customer & Employee Experience Design

It is no longer good enough to have the best product or service to compete in your market. To ensure long-term success, organizations must provide superior experiences around the purchase of their product or service to turn transactions into relationships. Our innovative approach helps teams work together to design exceptional customer and employee experiences that make the difference between a loyal, repeat customer and one who gives up and walks away unsatisfied.

Problems We Help Solve:

  • “We can’t compete on price (especially with the big box stores).”
  • “We want more referrals.”
  • “Our loyalty program doesn’t work.”
  • “We do a great job of getting people in the door but have a hard time getting them to come back.”
  • “We are growing fast and want to keep giving our customers the same excellent experience.”
  • "It is harder and harder to provide great service at the same cost."
  • "We need to engage our employees more."


Service Design & Process Improvement

Most improvement practices (Lean, Six Sigma, etc) often ignore the most important factor for the success of your business processes: your people. Our visual approach helps teams work together to design processes that are flexible, leverages their strengths, and gets quickly adopted throughout the organization.

Problems We Help Solve:

  • “We need to redesign our processes to get better results.”
  • “We need to visualize our processes to improve understanding and execution."
  • “No one has the complete picture of how this process works from beginning to end.”
  • “We have high turnover and spend too much time on on-boarding and training new employees.”
  • “We have tried different things but get the same results.”


Wayfinding &
Experiential Design

In a world filled with so much information, it has become harder and harder to cut through the clutter and allow your customers to orient themselves and easily achieve their goals in the real world. Our creative team works with your organization to co-create, plan, design, and build experiences that connect people to place.

Problems We Help Solve:

  • “Our patients/clients/visitors have trouble finding their way around our space.”
  • “We have a lot of important information to communicate about our spaces to enrich the experience.”
  • “We want to create a unique identity and experience for our shared spaces/region.”
  • “We want to create a memorable, real-world experience for our customers.”


Strategy & Brand Design

In a turbulent world of constant change, organizations need to stay ahead of the curve by responding to new opportunities, insights, and information. We work with your leadership to work together to create a clear vision, define the strategy to achieve it, and develop the right action plan to deliver it to your organization.

Problems We Help Solve:

  • “Where do we invest in order to grow?”
  • “There are too many methodologies and books. We don’t know which approach is right for our organization.”
  • “My teams are not clear about our mission, vision, or strategy.”
  • “Our strategy needs to keep pace with a quick-changing environment.”
  • “We need help visualizing where we’re going and how we’ll get there.”
  • “Our departments are focused on different goals and priorities.”
  • "We want to stand out in a crowded marketplace."

Design Thinking is...

A collection of mindsets, tools, and activities that seek to get a deep understanding of customers, uncover and challenge assumptions, and ultimately create innovative solutions through prototyping and testing.

People First

People are at the centre of everything we do. We keep the focus on the people being designed for – and listen to them directly – to arrive at the best solutions that meet their needs.


Thinking Visually

Transform ambiguous and intangible ideas, services, and processes into tangible visuals that quickly create a shared understanding for your team. Visual thinking allows you to organize your thoughts and concepts so they can be more easily understood, explored, and communicated.
Collaborative Creation
People support what they build. Understand problems and build solutions with stakeholders from across your organization, apply the wisdom inside of your team, build trust in new ways of working, and sustain change.

Learning By Doing

Don't waste your time filling out dated consulting models and questionnaires. Create prototypes throughout the process to challenge assumptions and test solutions in the field.  Identify challenges early on, reduce risk, and implement changes that stick - by gathering evidence to determine what will work best before implementing widely.

Want to talk experience,
process, wayfinding, strategy, or brand?

Let's meet.

Contact us