Capabilities

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Information architecture The easier your product is to navigate, the more likely it is that people will transact, convert and return. If you have awesome content or journeys that nobody can find, you won’t get the returns your investment deserves.

Discoverability and closing the findability gap is at the core of the Information Architecture (IA) services we provide. This is done by connecting customer needs and top tasks to business goals, then taking an evidence-driven approach to content strategy and IA creation.

A new or improved IA is developed, refined and tested using a variety of methods. How people approach IA is constantly evolving. Not all problems are equal and the techniques and activities required to get the best outcomes must often be tailored to the challenge.

In all scenarios, we begin by asking some fundamental questions, such as: Who are our content’s primary audiences? Are we satisfying those tasks and needs? How do we measure success?

A balanced, research-based approach always leads to true insight and the best outcomes so customers can find what they’re looking for, quickly and with no fuss.

Design systems

The planet now has billions of websites and millions of apps—Google has said there are 3,739 new apps being added to the Play Store alone every day! And everyone is designing digital products and services at such a pace now, that product teams have needed to rapidly streamline their workflow and create modern, robust ways to design at scale.

A design system is a collection of reusable components, guided by clear CX standards and UX principles, that can be assembled together to build any number of digital layouts, journeys and experiences. They include a responsive grid framework and layout, accessible web colours, typography, iconography, illustrations, photography, UI components and elements, interactions and animations.

Our team are experts at designing, fixing, maturing and maintaining design systems for some of New Zealand’s largest brands and can help you on this journey today.

Responsive website (UI) design

A great website design is the culmination of evidence-based customer research, content strategy and organisational insight. This foundation helps us bring your brand to life taking a fluid responsive design approach.

There are literally thousands of different devices being used across the world right now, and the list continues to grow every year. With web browsers in phones, tablets, cars, fridges and desktop computers, our job is to design and build robust, resilient and inclusive user interfaces (UI) that everyone can enjoy, regardless of viewport size, connection speed and environment.

Modern CSS and browser technology affords us the ability to now design and build user experiences using all the tools and technologies available to us with modern web browsers. Our design team are experts in designing for the responsive web and will ensure your website scales and resizes gracefully, providing your customers with a frictionless, consistent experience across all devices, viewports and browsers.

User experience (UX) metrics How do you know if you’re making it easy for your customers? How do you prioritise what should go on a homepage? How do you make customer-focussed decisions around the IA across all your digital platforms? How can you measure the customer experience, customer intent and effectiveness? How can you create hard metrics that communicate the value of the customer experience? How can you develop a reliable, repeatable metric that tracks progress over time? How can you make informed decisions and prioritise what to improve and do next?

We use a human-centred UX metric model that helps us focus on what really matters to your users and reduce complexity. We can help you put meaningful UX metrics in place that goes beyond anonymous click data (Google Analytics, Hotjar etc) to identify whether a user is succeeding with their tasks and what the barriers are (completion rates), and work systematically to improve the UX with a unique focus on task completion and customer satisfaction (CSAT).