Experience

Minimise journey drop-offs. Increase customer loyalty and advocacy. Optimise your current experience and drive adoption of the channels you want.

The process was great, it gave me an enormous amount of credibility. I found it very inspirational, extraordinarily effective, and we got an enormous amount of work done in a very short space of time.
Anne Hughes, Director of Service Development, Prudential

Embraced by

Atos logo

Standard Life Aberdeen logo

Edinburgh Zoo logo

Edrington logo

Why use experience design?

Find new ways to delight users, and create cross-channel experiences that live up to your brand.

Combining behavioural insights with design thinking, we help you make sense of and improve your existing products and services.

Eliminate customer painpoints and reduce complaints

Boost your journey conversion rate

Minimise customer and employee attrition

Build sustained customer satisfaction and advocacy

How experience design can help you

A woman places a post-it note on a wall of web prototype print-outs.

Find the broken links in your ecosystem

Assess years of accumulated ‘quick fixes’ and identify the root cause of friction in your channels. We help you map your current-state experience, processes, systems, and data, to understand where you can generate efficiency and new value.

A storyboard wall, with each frame being a photograph of a different scene constructed from Lego.

Create user journeys that flow effortlessly

Deliver delightful UX, phone interactions, and intuitive wayfinding through physical stores. We’ll show you how to get your customers from A to B whilst building trust in your brand.

Three men and a woman sit around a table discussing ideas in a workshop.

Align teams to your customer’s perspective

Use first-hand customer insight to build a shared version of the truth. We support you in bringing together teams and stakeholders to bust assumptions, and quickly shape effective action plans that achieve your goals.

Three men observe a post-it wall, with one pointing to a particular cluster.

Find quick wins on the way to your target-state

We help you blueprint what good looks like to your customers. Carving these into manageable roadmaps and backlogs for delivery teams. Complete with clear milestones and KPIs to ensure successful management.

See our work in this space

Transformational customer service

Helping one of the UK’s largest commercial banks to transform their service model across all channels, designed with their customers at the core.

Customer Wednesdays

Co-creating a powerful, repeatable design research playbook that mobilised a culture of customer-centric design across an entire organisation.

Find out how
Nile can help you