Experience Design, CX & UX | Enhance Customer Engagement | DWS

Symplicit, our specialised Customer-led Innovation Consultancy, can transform your customers’ experiences to create a new level of engagement.

With our innovative Human-Centred, Design Thinking philosophy & methodologies, we create experiences your customers & employees will love.

Our unique and proven approach combines Behavioural Research, Psychology, Competitor Analysis, Industrial Design and a business’ own IP to help uncover and define the true problems to be solved. We then ideate, test, learn and iterate to drive effective and innovative design that has a much better chance of being successful, as it addresses the true problems that needed to be solved.

Find out more at www.symplicit.com.au

Behavioural & Ethnographic Research & Insights

Often overlooked, the importance of quantitative and qualitative research cannot be understated. Utilising a variety of methodologies, data gathered is synthesised into meaningful insights that can help drive strategy, inform new or improve existing products and services, as well as ensure that your customers interactions with your business are maximised across all touch points.

We utilise a wide range of techniques from contextual inquiries, to interviews, observations and more to ensure that the nuances of human behaviour are informing design.

Experience Design, CX Customer Experience Strategy

Organisations increasingly need to develop a customer-focussed, holistic approach to their product and service ecosystem. The articulation and delivery of that vision defines your Experience Strategy.

Experience Design, or Service design, looks at all touch points people have across the end to end lifecycle of dealing with your business. Perception of a brand is heavily influenced by the sum of all interactions so the risk of not looking holistically across all interactions is that excellent experiences can be offset by less than optimal interactions that may not have been considered. Touch points include all interactions across technology, web and apps, instore, call centre, face to face, marketing & other communications, the omni channel experience.

UX User Experience

UX design is a user-centred approach that is concerned with understanding how people interact with products and considering all their needs when designing the solution. The DWS UX design process is about enhancing people’s experiences while ensuring they find value in the product or service offered by creating products that are useful, easy to use, accessible and delightful to interact with.

Journey Mapping & Personas

Journey maps provide a visual representation of the end to end customer journey for each “persona”. A “Persona” defines typical customers which share similar needs and wants. Journey maps & personas are a great way of looking at concise opportunities for experience improvement, detailing where emotional and behavioural drop outs can occur, and also be a great tool for increasing engagement and communication with your internal stakeholders.

Spatial CX, Virtual Reality & Augmented Reality

The advent of Virtual Reality and Augmented Reality has presented great new ways to prototype physical spaces and help ensure the design is fit for purpose prior to construction. Using spatial CX can help improve accessibility, drive engagement and ensure that physical spaces being designed are going to be effective and deliver a great experience. Symplicit has worked with architecture and engineering companies for projects like Sydney Metro to improve the design of physical spaces such as stations and carriages.

Iterative Prototyping

Iterative Prototyping involves rapidly creating mock ups of an idea to gather feedback. Observations, critiques and comments that come from researching how test users interact with the concept informs changes, which are retested in an iterative cycle to mature the design. This ensures a successful web, app, or experience is built & is connected & consistent across all customer touch points. Insights from the process can also help simplify complex process flows & increase the efficiency of the development and build phases of a project. Idea generation calls upon a wide variety of stakeholders which increases collaboration & improves the design.

Usability & User Testing

Usability, or user testing, is the observation of customers interacting with your organisation. Usability testing is grounded in behavioural observations to provide deep, actionable insights to assist with the formulation of recommendations. It can help you validate assumptions, define features, gain knowledge around areas of improvement and highlight problems that exist in interacting with your customers.

GEL (Global Experience Language) & Visual Design

Introduction of a GEL provides consistency in UX across your customer facing (digital and non digital) materials. GEL’s incorporate UI toolkits which package reusable interaction patterns, iconography and typography elements, taking accessibility and other modern web standards into account, to streamline the implementation of new & updated websites & apps. This provides consistency of user experience, drives usage via familiarity and confidence, reduces time to market and ensures that interactions with your brand have a consistent theme.

Digital Architecture & Development

A digital ecosystem designed for scalability, supporting marketing and sales, as well as driving business productivity, will likely take into account integration with other systems such as CRM, Marketing Automation, Inventory Management & your ERP that extends well beyond your website and apps.
Leveraging best practice UX, Symplicit can assist drive engagement and improve productivity by helping you design & then implement the right solution for your digital and email marketing efforts.