Our Services

We have developed our services to align with our core values and our approach. Our aim is to create long-lasting customer value for our clients, resulting in a greater customer experience and profitability.

Customer Journey and Insights

 

If you want to understand your customers, how they interact with your product / services, how they feel about you and your offering and what are the key opportunities / improvements you can tackle, Customer Journey and Insights is for you.

Ideate

  • Develop baseline Customer Journey Map (As Is)

  • Research and analyse customer behaviour and sentiment (data gathering)

  • Analyse customer sentiment

  • Identify pain points and opportunities from customer feedback

Create

  • Create future state Customer Journey Map (To Be)

  • Develop data points to measure effectiveness of solution against the journey map

  • Conduct IMPACT assessments to forecast the impact of the solution to the customer

Operate

  • Maintain Customer Journey map (updates as new functionality drops)

  • Identify opportunities for improvement

  • Provide measurements and metrics to track improvement in customer experience

Service Design

 

If you want to understand how to deliver value to your customers via services, from understanding what resources are required to deliver the service, what tools are required, what steps / processes are taken to provide the service, and which service is deemed to be important to your customers, Service Design is for you.

Ideate

  • Develop baseline Service Design Blueprint

  • Develop Business Process Architecture

  • Conduct Service Research

  • Identify areas of potential improvement / opportunities

Create

  • Design future state Service Design Blueprint

  • Design ideal business operating model

  • Identify changes to Business Process Architecture

  • Develop To Be processes

  • Conduct Business Impact Analysis

Operate

  • Define measures and metrics to monitor effectiveness of service design

  • Provide guidance on monitoring tools and techniques to assess service design effectiveness

User Experience and User Interface

 

We have experience conducting User Experience (UX) research and designing User Interfaces (UI) across a variety of platforms (e.g. SalesForce Lightning and Microsoft D365) and custom interfaces (e.g. for desktop and mobile).

We can conduct user research to determine the needs and wants for the customer, and work with our clients to deliver an experience that's aligned to the goals set by the organisation, as well as work with development teams on realising the digital designs we've created and validated with users.

As an example of our design system, click on the link below to see our prototype in action (note: the design system has been created with a particular resolution in mind to assist with the visually challenged and can be viewed on smaller viewports):

View the CXD Labs Design System prototype example in Figma

 
Like our services? Want to know more about what we can do for you and your customers?

Get in touch and let's work together on your customer-centric transformation.