Digital Experience
Research-based, human-centered UX drives customer value
We bring over three decades of customer experience strategy to digital platforms through UX design.
What this covers
UX Strategy & Discovery
User Research
Usability Testing
Information Architecture
UX Design
Design System Governance
Implementation Support
Digital platforms are extensions of customer experience and drive both customer retention and revenue growth.
1:100
Every $1 invested in UX upfront saves $100 in post-launch maintenance costs
32%
Revenue gain for design-driven companies
17%
Revenue retention improvement for companies that adopt user testing
The Problem we’ve seen
Digital experiences that weren't tested with customers often fail
Untested digital platforms create problems that surface after launch, from support tickets to user abandonment and, ultimately, eroded trust.
We combine social science, user testing, and analysis to understand where existing digital platforms cause user friction, prototype and test user-centered solutions, and implement best-in-class digital experiences that meet user needs. Every design decision is validated with users and backed by extensive research.
We combine social science, user testing, and analysis to understand where existing digital platforms cause user friction, prototype and test user-centered solutions, and implement best-in-class digital experiences that meet user needs. Every design decision is validated with users and backed by extensive research.
Starter engagement
The UX Starter Bundle
Get your UX effort off the ground in 4-6 weeks.
A structured expert review of your current or planned digital experience before you commit to larger design work. We run a heuristic evaluation of your digital product, benchmark it against your industry, and interview up to 5 of your customers.
Best fit if:
- Your team has flagged a problem with a digital tool and needs an answer fast
- You want expert diagnosis before committing to a larger engagement
- Leadership needs evidence before approving a design budget
PROJECT-BASED DELIVERABLES
UX audit of current or planned digital tools
User & digital trends benchmark
Research with up to 5 of your customers
Prioritized recommendations
A 60-minute findings presentation with your team.
How we do ux
The CX Pilots UX methodology
UX Strategy & discovery
User Research
Usability Testing
Information Architecture
UX Design
Design System Governance
Implementation support
UX Strategy & Discovery
We move the needle on your UX project by understanding your goals, auditing your current or planned digital tools, and benchmarking against digital and design trends within your industry.
Common deliverables:
- UX audit
- Stakeholder interviews
- User & digital trends
- Impact vs. effort matrix
- Feature recommendations
User Research
The best UX centers on the customer. Preliminary research with your customers or audience segments reveals true needs and goals before a single feature is built.
Common deliverables:
- User interviews and surveys
- User personas
- User stories
- Actionable research reports
Usability Testing
We design and run iterative user tests, from early prototypes to live builds, so user friction gets found and addressed before expensive post-launch fixes.
Common deliverables:
- Test builds
- Panel creation
- Test moderation
- Actionable results report
Information Architecture
IA is the foundation of a digital tool and is essential to understanding every piece of the build. We establish the structure, navigation, sections and pages. This is also where we map flows and edge cases.
Common deliverables:
- Sitemaps
- Navigation structure
- User flows
- Product flows
- Edge and error case planning
UX Design
From low-fidelity screens through to the final interface design, wireframes and prototypes bring the digital tool to life. This is where research, planning and brand identity meet the screen.
Common deliverables:
- Wireframes
- UI design
- User prototypes
Design System Governance
Using industry leading design tools like Figma, we build bespoke component libraries from the ground up and help you manage them, so the system is one your team owns.
Common deliverables:
- Component library build & management
- Design tokens
- Pattern documentation
- Accessibility requirements
Implementation support
We work directly with your dev and product team to help write stories, walk through any complexities and ensure the final build matches what was designed and tested.
Common deliverables:
- Dev-ready annotations and designs
- HTML interaction demos
- Embedded support for your product team
- QA support
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UX Strategy & Discovery
We move the needle on your UX project by understanding your goals, auditing your current or planned digital tools, and benchmarking against digital and design trends within your industry.
Common deliverables:
- UX audit
- Stakeholder interviews
- User & digital trends
- Impact vs. effort matrix
- Feature recommendations
User Research
The best UX centers on the customer. Preliminary research with your customers or audience segments reveals true needs and goals before a single feature is built.
Common deliverables:
- User interviews and surveys
- User personas
- User stories
- Actionable research reports
Usability Testing
We design and run iterative user tests, from early prototypes to live builds, so user friction gets found and addressed before expensive post-launch fixes.
Common deliverables:
- Test builds
- Panel creation
- Test moderation
- Actionable results report
Information Architecture
IA is the foundation of a digital tool and is essential in understanding every piece of the build. We establish the structure, navigation, sections and pages. This is also where we map flows and edge cases.
Common deliverables:
- Sitemaps
- Navigation structure
- User flows
- Product flows
- Edge and error case planning
UX Design
From low-fidelity screens through to the final interface design, wireframes and prototypes bring the digital tool to life. This is where research, planning and brand identity meet the screen .
Common deliverables:
- Wireframes
- UI design
- User prototypes
Design System Governance
Using industry leading design tools like Figma, we build bespoke component libraries from the ground up and help you manage them, so the system is one your team owns.
Common deliverables:
- Component library build & management
- Design tokens
- Pattern documentation
- Accessibility requirements
Implementation support
We work directly with your dev and product team to help write stories, walk through any complexities and ensure the final build matches what was designed and tested.
Common deliverables:
- Dev-ready annotations and designs
- HTML interaction demos
- Embedded support for your product team
- QA support
UX Outcomes
Transformative UX begins with your customer and ends in results
Know exactly what your users expect before you build it
Quickly iterate on designs through user testing
Provide development teams with user-validated specifications
Reduce the costs on post-launch fixes
Deploy modern digital experiences
How we work
Our comprehensive UX workflow
Which services a project needs varies, and a tighter scope often calls for only two or three. This is the order we recommend for an end-to-end engagement. Strategy and research come first either way.
01
UX Strategy & Discovery
02
User Research
03
Information Architecture
04
UX Design
05
Usability Testing
06
Design System Governance
07
Implementation Support
RESOURCES
The latest in UX insights
FAQ
The most common questions we’ve heard from our clients about UX
How do you ensure UX aligns with our business objectives, not just user preferences?
Every research initiative begins with clear business metrics. We map user needs to business outcomes, identifying where improving user experience drives measurable results, whether that's increased conversion, reduced support costs, faster onboarding, or improved retention.
What's your approach to UX in highly regulated industries?
We design within regulatory constraints from the beginning, not as an afterthought. Our team understands compliance requirements across financial services, insurance, healthcare, and other regulated sectors. We've successfully balanced accessibility standards, data privacy regulations, and industry-specific requirements while creating experiences users want to engage with.
How do you work with our existing development teams and technology stack?
We embed with your development organization, working within your existing processes whether Agile, Waterfall, or hybrid. Our deliverables integrate with common enterprise platforms and we provide ongoing collaboration during implementation.
What size UX initiatives do you typically handle?
Our engagements range from the 4–6 week UX Starter Bundle to focused improvements on specific user flows (8–12 weeks) and comprehensive digital platform redesigns (6–12 months).
How do you measure UX success?
We establish baseline metrics before design work begins and track improvements post-launch: task completion rates, time-on-task, error rates, support ticket volume, satisfaction scores, and business outcomes like conversion or retention.
