We specialize in discovery and strategy for launching new B2B offerings.
Expertise spanning industries and disciplines. So you know what to build, why, and for whom.
B2B Research
We have the specialized and experienced skill-set to properly research with B2B and enterprise-level software and services.
We're well-versed in the technical and business factors, and have interviewed VPs of sales and marketing, financial advisers, engineers and architects, healthcare providers, IT managers and admins, and people in countless other roles.
We love finding ways that B2B experiences can improve employees’ lives, and which bring consumer-level ease of use to make work more efficient and pleasant.
Financial Services
There's a generational shift underway with attitudes towards savings and investing, and the old methods of engaging and retaining customers won't cut it anymore.
We have deep experience doing digital transformation and customer experience re-invention in the financial services sector, particularly around investing and retirement/ financial planning, and client and adviser online tools. We especially focus on working with firms that are fiduciaries and mission-driven for customers.
Journey Mapping
Actionable insights about how your customers interact with your brand over time.
Having a clear picture of your customers' needs as they interact with your company is a crucial step in building a satisfying experience. Where are the pain points, unmet needs, blockers, and moments of truth that can be lead to new competitive advantages?
Enigma Bureau founder Adam Richardson is a leading practitioner on Customer Journey Mapping, writing about it for Harvard Business Review and teaching courses on best practices.
Get our whitepaper:
Taking the Mystery out of Customer Experience Mapping
1-click access, no sign-up required!
Services
Research
Full-spectrum discovery, analysis and evaluative capabilities.
User research: In-person or remote, 1:1 interviews, ethnography, co-creation.
Stimuli development for user feedback: Prototypes, storyboards, value proposition statements, diary studies, etc.
Analysis and frameworks: Customer journey maps, service blueprints, personas, jobs-to-be-done.
Competitive analysis: Benchmark direct competitors and analogous offerings in other industries. Identify trends and best practices.
Evaluative research: Get customer feedback on design concepts as they evolve.
Strategy
A foundation for growth and sustainable competitive advantage.
Find growth opportunities: Our Multi-Vector Analysis identifies innovation hot-spots by synthesizing insights from customers, competitive landscape, technology, brand and organizational capabilities.
Find product/market fit: We work with your team to iteratively develop and stress- test value propositions, products and experiences that meet market needs.
Plan a roadmap: We help you evaluate the direction for the future looking at factors like scale, key milestones, capability gaps and risks.
Gain alignment: Strategic decisions take time to get acclimated to in any organization, so we work hand-in-hand with your team to get everyone aligned.
Concept Design
We conceptualize and architect your new user experience.
Architecture & paths: For sites and apps we work to define the architecture, organizing principles, navigation and major experience flows. These are based on personas or jobs-to-be-done as defined in the research phase.
Touchpoint integration: User experience isn’t just what happens on a screen, but encompasses in-person, email, retail, service follow-ups, etc. We treat these holistically and aim to create consistency of feel and tone across touchpoints.
Wireframing: From initial flow diagrams to wireframes, we create the artifacts to gain team alignment and stakeholder buy-in, and gather feedback and validation from users.
Design & dev collaboration: We work with your internal or external teams to create the visual design on the architecture and wireframes (iterating as needed) to create the shipping experience.
Workshops
Give us a day and we’ll give you the power to surprise yourself! Workshops are an ideal way to kick things off, gain team alignment, brainstorm concepts and plan for the future.
We’ve got 15+ years experience running more than 75 workshops for teams of all shapes and sizes, from half-day to multi-day sessions.
Learn more about what our workshops look like, and get in touch to talk about how we can plan a customized workshop for your needs!
