User Experience Design

From creating the strategic direction to mapping out the customer experience we design and build end-to-end customer journeys across digital channels.

Strategic direction

Establishing a strategic direction and key performance indicators (KPIs).

Sector insights

Understanding our clients marketplace, we uncover insights which help open up the business problems we are solving.

Audience definitions

Undertaking research directly with end users is important to create a truly human centred design.

Personalisation

Crafting a personalised user experience for your consumers is achievable and will help you to win, retain and engage customers.

Customer journey mapping

Use cases are translated into responsive wireframe models to illustrate the customer experience.

Creative

Our award winning creative services covers the whole spectrum of digital interface design.

Usability

Face to face research is the best approach to validate a user experaince. We use this technique to refine our customer experience design.

Optimisation

Managing and developing the ongoing effectiveness of what we have built.

Designing for both the business to business and business to consumer marketplaces, ClerksWell’s award winning creative services comprises the whole spectrum of digital interfaces, from mobile to tablet through to desktop. Our highly motivated and experienced team brings creativity and innovation to both internet sites and intranet sites.

 

We’ll take concepts from inception to completion; creating engaging, measurable sites which reflect your business objectives, user needs and your brand values. The team are enthusiastic innovators that put the user experience first, our signature approach is one that combines high levels of inventiveness with intuitive, clean and visually enticing creative.

We have based our user experience design principles on a combination of ‘Human Centered Design’ meets ‘Online Customer Engagement’. Our aim is to engage your users whilst delivering creative solutions that work for your audiences. This is all done with an emphasis and commitment to delivering you not only great creative, but fantastic business results.

Some of our user experience design case studies

Strategic-direction

  • Digital strategy
  • Digital maturity
  • Stakeholder workshops
  • Goal setting (KPIs)

Strategic direction

We will work in a collaborative manner with clients to establish a strategic direction and key performance indicators (KPIs). Work is typically underpinned by collaborative stakeholder interviews and workshops leading to a strategic plan which is shared with a wider stakeholder group for buy-in or feedback. The objective being to gain insight into how to design the digital customer experiences which in turn leads to competitive advantage. The process engages cross-functional teams who evolve concepts into real opportunities.

Sector insights

  • Bench-marking reviews
  • Comparative study
  • Analysis study
  • Search log review
  • Social insights

Sector insights

In our ‘Assess’ phase of our experience design methodology we set out to understand lessons learnt from the sector that our clients are in. We endeavour to understand the marketplace we are working in, uncovering insights which help us open up and explore the business problems we are solving.

We discover the end user’s context and uncover sector wide trends, user needs and expectations that people will have. This all feeds into our user experience design thinking, and influences the approach we take to providing a solution.

Audience definitions

  • Personas
  • User journeys
  • Focus groups
  • Audience interview
  • User research

Audience definitions

A first step to personalisation and understanding insights into a user base is to define the audience. Creating personas with specific user journeys associated to them helps everyone understand a start point to a design. Undertaking research directly with end users is important to create a truly human centred design. Focus groups and audience interviews form the central research tool for this work. Focus groups are aimed at understanding existing perceptions, view points on the market and of course user requirements in general. This gives us a clear understanding of their challenges and requirements.

Personalisation

  • 360 degree view
  • Targeted content
  • Increased relevancy
  • Automated marketing
  • Leverage data Insights
  • Value based insights

Personalisation

Crafting a personalised user experience for your consumers is achievable and will help you to win, retain and engage customers. It could also be critical in gaining a competitive advantage. Personalisation lets you deliver your customer experience and marketing strategy seamlessly to your defined audiences making the experiences relevant, timely and connected. It helps you to convert prospects and build long-term relationships with your customers.

Sitecore’s customer experience system allows you to get to know your customer base by providing you with a complete view of your customers’ experiences. You will be able to see every interaction with every content element across channels to build a rich picture of what your visitors want and need. Mapping your customer journeys from start to finish, identifying points of difference to enhance their experience. Customer experience management helps to de-mystify measurement and identifies key metrics allowing you to leverage data insights to enhance your customer experience.

Find out more about personalisation and download our white paper

This white paper aims to help organisations develop a clear set of tasks and a road-map for transforming their customer’s digital experiences through personalisation.

Customer journey mapping

  • Information architecture
  • Navigation structures
  • Use cases
  • Customer stories
  • User journeys
  • Wireframes models
  • Responsive design

Customer journey mapping

Use cases describe the features of a site in layman’s terms. They help describe what a user would be able achieve. Defining all the use cases leads to the creation of a wireframe model which can be designed to represent all of the break-points in a responsive design.

Our solutions are developed using a process in which we define and flesh out a working functional solution to the problems defined during the strategy phase. We take a number of inputs including initial requirements, personas, user journeys and use cases. The solution is then made up of site maps, navigation models, and a series of detailed wireframes. Wireframes allow content and functionality to be detailed and communicated clearly in an interactive and responsive model.

Creative

  • Digital branding
  • Creative concepts
  • Responsive design
  • Design foundation
  • Template design
  • Design guidelines

Creative

Designing for the B2B and B2C marketplace, our award winning creative services cover the whole spectrum of digital interface design. Our highly experienced, innovative team brings creativity to both internet and intranet sites. From simple microsites to complex content management systems, we do it all.

We’ll take concepts from inception to completion; creating engaging, measurable websites which reflect your business objectives, users needs and your brand values. Our enthusiastic creative puts the user experience first, our signature approach is one that combines high levels of inventiveness, which help to ignite ideas for your business, with intuitive, clean and visually enticing creative.

Usability

  • Expert evaluations
  • Heuristic reviews
  • In-depth interview
  • Usability testing
  • Mobile device testing

Usability

As the user experience starts to take shape we iterate designs through user research. Face to face in-depth research is the best approach to validation research and we use this technique to refine our customer experience design. This can be done at early stage wireframes to test the IA and navigation right through to testing and refining the visual design. We routinely conduct usability testing across a range of devices from desktop to mobile. Whatever the user experience we test, we can get user insights that perfect the design.

Additionally, expert evaluations and heuristic reviews are a valuable exercise that can be used to enhance and inform the research that informs a future user experience direction.

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Optimisation

  • Consultancy
  • Performance reviews
  • Analytics review
  • Sector insight
  • Strategic direction

Optimisation

Optimisation refers to managing and developing the ongoing effectiveness of what we have built, and using our experience and insight to develop opportunities for clients to benefit from our skills. Our experience design methodology makes certain that as technology and markets continue to develop we ensure that our clients’ digital businesses are evolving to exploit new opportunities and counter emerging threats.

We work with clients to grow, develop and improve their digital offerings by leveraging strategic, creative and technical expertise. We consider and analyse the performance of what we have created to help inform decision-makers and evolve what we have created.

We also look at wider market and technology issues in order to provide a context to apply any learning and insight.