Our services

The wide range of our services cover the entire production process. We have the in-depth knowledge and experience on the field of UX methodologies that compete with those of large international agencies.

01

Analyse and concept

We use certain technics to better understand the product and the problems we should solve leading to collect important elements to form the initial concept.

Website, webshop, application analysis

Our service consists of reviewing the functionality of a completed website, webshop or application, identifying its weak points and proposing solutions for them. The analysis covers usability, design and search engine optimisation.

  • Information from client:Best practice samples, access to analytics
  • Client cooperation:Active communication and collaboration in research and evaluation
  • Deliverables:Word or Power point document listing best practice examples, the advantages and the results of the analysis.

Analysis of web analytics (like Clicktale)

Web analytics shows us where the users click, what elements they interact with, what elements they think they can interact with and where they focus their attention. This tool is perfect to determine what should be removed or rearranged in the actual content, and identify what gets too much or too little attention. Web analytics also help to decide where photos should or should not be used. We help the client to set up the web analytics tool.

  • Information from client:Analytics data
  • Client cooperation:Register and subscribe for web analytics at least for one month
  • Deliverables:List of problems document with visual illustrations

Best practices research, competitive analysis

All the analyses and plans require best practice knowledge solutions and consideration of their implementation in the given situation. We are able to gain significant advantage by implementing convincing and tested best practice solutions. Together with the best practice analyses we review available analytics to identify the weaknesses and obstacles which are blocking conversion. Our profound knowledge of Google Analytics helps in this process.

  • Information from client:Best practice samples, access to analytics
  • Client cooperation:Active communication and collaboration in research and evaluation
  • Deliverables:Word or Power point document listing best practice examples, the advantages and the results of the analysis.

Stakeholder interviews – Defining business goals

Stakeholder interviews focus on online sales. Personal meetings are essential with competent stakeholders in order to discuss the most important micro and macro conversions. During the discussions we provide feedback for the client regarding the feasibility of his or her ideas from the users’ point of view.

  • Client cooperation:Cooperation in organizing interviews, participation in interviews
  • Deliverables:Short written summary of conclusions

Business goal and KPI definition

KPI definition is based on relevant business goals. Several KPIs are applied in former projects:

  • Number of organic search results
  • Micro and macro conversion rates (global, and based on traffic source/campaigns)
  • CAC (Customer acquisition cost)
  • Online acquisition results (number, volume, value)
  • Cross-sales results

The more opportunities we have to examine the leads / users’ journeys in the client’s internal tools (CRM, account management tools), the better we are able to monitor business performance.

  • Information from client:Current analytic techniques, KPIs
  • Client cooperation:Cooperation in defining KPI
  • Deliverables:KPI list, measurement points, proposal about how to increase engagement

Diary study

A diary study requires users to keep track of their activities, thoughts and frustrations in some form of a diary in a specific period of time. Participants may be asked to track specific items like mobile device usage and usage of different software and tools. Diary entries can include: written accounts of events, pictures, video and audio.

The main benefit of a diary study is to get information about the user’s experience over time. Feedback is often provided while the user is interacting with the product, so here we get an instant organic feedback during the actual use.

These are the situation where it is worth to apply this method:

  • Tracking how users complete a long process that is likely to take several days, such as shopping for a large/expensive item or looking for a new house or apartment.
  • Discovering what motivates users to initiate certain actions, such as using a search engine.
  • Determining how an app or website affect regular habits, such as fitness or fertility trackers.
  • Assessing retention and/or learnability; for example, seeing whether your users stay engaged with a game after a certain period of time.
  • Information from client:Usage statistics, former studies
  • Client cooperation:Provide participants
  • Deliverables:Document about the findings of the diary study, including a list of problems and proposed solutions.

Creating mental models – User needs assessment

Mental models relate to the field of cognitive psychology. Mental models consist of mental units created of a system existing in the real world (the process of reading on the paper, the process of shopping in the grocery) including the phenomenon and its connections. Mental models help to implement everyday tasks to online interfaces (reading an e-book reader, online shopping) in a way that will suit the way of thinking and expectations of the users.

To visualize properly we must be familiar with how users think about the process, to which steps they break it down and which notions they use. Where, what and why they emphasize certain instances? The answers are essential in order to build an interface based on the user’s mental models instead of the mental model of the owner or the designer.

  • Information from client:Documents on user groups, surveys, analytics
  • Client cooperation:Interview subjects
  • Deliverables:Written summary of mental models

Defining features

In view of the user needs we propose new necessary features. We show the new features of the site on a feature map, which presents the complex content and features in a structured and comprehensible way for stakeholders.

  • Information from client:List of current features
  • Client cooperation:Validation of result, Interview subjects
  • Deliverables:New list of features with short descriptions

Ethnographic observation

Ethnographic observation helps us to study how the users normally interact with their digital devices in their natural environment. What kind of problems they face everyday and how they try to cope with them. We also observe if our digital solutions are in harmony with the physical environment. We list the occurring problems and propose detailed solutions. Ethnographic observation has that advantage over user testing that we are able to explore problems that we may not be able to spot in a one-hour test session, and we can obtain more information on the learnability of the product.

  • Information from client:Former observations
  • Client cooperation:Provide participants
  • Deliverables:List of problems with suggestions for solutions

Lego Serious Play

Lego Serious Play is an innovative, experimental facilitative method in which participants must solve a predefined task or situation using Lego pieces.

Lego Serious Play fosters communication within the team, facilitates strategic decision-making, develops collaboration skills and competencies and thus allows participants to come up with creative proposals to a specific problem and communicate their ideas more easily.

One area of application of Lego Serious Play is service design, but it is also suitable for creatively implementing any business idea or

  • Information from client:Expectations and concepts about their business processes
  • Client cooperation:Active participation in using Lego Serious Play
  • Deliverables:Proposal for designing business processes, model of a fictitious person (most important characteristics that have influence on the service), persona landscape

Needs assessment for personas

We rely on several sources for needs assessment. We explore the already existing user needs and business goals with the help of the stakeholders and the customer specialists of our client. Prior to the design phase, we use our significant experience in defining user needs and interpret them in accordance with the client’s business goals.

  • Information from client:List of known user needs
  • Client cooperation:Participation on needs analysis workshop, Interview subjects
  • Deliverables:List of user needs based on personas

02

Planning

We design wireframes to define the basic structure of a screen taking into account user needs and user journeys and etc.

Creating personas

The extensive usage of personas (fictive users representing specific user groups) facilitates design work and makes it more effective. We create personas based on the user data and user groups specified by the client and we rely on what we learned during the stakeholder and user interviews. We also harmonize user needs with the relevant business goals.

  • Information from client:Documents on user groups, surveys, analytics
  • Client cooperation:Provide information from related departments (marketing, costumer service)
  • Deliverables:Personas in 1-2 pages (PDF)

Experience map, user journeys

Users go through several mental and emotional states while interacting with systems. With experience maps we can pinpoint the situations where the system’s relationship with the user gets critical. Identifying the problematic situations helps us to find solutions for these potential obstacles.

  • Information from client:List of possible interactions and touchpoints
  • Client cooperation:Provide test subjects for interviews
  • Deliverables:Visual experience map

Card sorting

We use card sorting methodology to define content structure. During card sorting we ask the participants to group and organize the proposed content of the website in a way that is the most logical for them. Participants can name or rename the categories. Card sorting shows us in what way would users look for a particular piece of information or menu item on the page, and their opinion on the site’s content as well.

Proper and unambiguous information architecture requires that the content is organized in a logical and straightforward manner from the user’s point of view, and users are able to find the particular item they’re looking for.

  • Information from client:1-2 sentence summary of current major content pieces
  • Client cooperation:Validation of results, provide participants
  • Deliverables:Suggested menu structure

Navigation, Content structure design

Based on the known features and content we design the structure of features and navigation and define the way they will work together to provide a smooth user experience. One of the most challenging aspects of interface design is the creation of a proper content structure and information architecture. The difficulty lies in the difference of the way of thinking of the companies and their clients. Properly arranged information helps the users to orientate comfortably and motivates them to do their business on your site.

  • Information from client:Analytics
  • Client cooperation:Validation of results
  • Deliverables:Menu structure

Quick sketching

Visualising concepts and ideas is an efficient way to tackle challenges we are trying to solve. It’s the main method to deepen understanding of the design challenge and reaching common ground when used in a collaborative context. Although it doesn’t matter the tool we use (it can be a whiteboard, pen and paper or digital software) it’s important to keep the created sketches during the project for future reference.

  • Information from client:Discussion topic of the meeting
  • Client cooperation:Co-creation sessions and other meetings
  • Deliverables:Collage of sketches organized under relevant themes

Wireframes

Validation of the method and structure of our plan by the stakeholders is essential, in order to remain on the common ground during the design and development process and meet their expectations, we prepare interactive and unique solutions outlined in the wireframes to ensure the perfect user experience. When designing interactive elements we promote up-to-date solutions, well-known by users.

  • Information from client:Existing plans and UX related research results
  • Client cooperation:Validation of results
  • Deliverables:Wireframes

Service design

We deliver real value by making smart use of networks of technology and people to simplify complex services and make them powerful for the customers. Services differ from products in that way that multiple touch points of interaction are involved and not only discrete objects. The term touchpoint refers to all of the contact points between the customer and the service provider, which involve an interaction with a human need in specific time and place. Each touchpoint is a message that literally “touches” a customer in some way. One of the key touchpoints for cutomer experience is the Atmospheric elements which cover all aspects of a consumer coming into contact with the store physically or digitally, and will activate any of the consumer’s senses, such as: sight, sound, touch, and smell.

  • Information from client:List of possible interactions and touchpoints, former studies
  • Client cooperation:Provide subjects for interviews and role playing
  • Deliverables:Service blue print, journey summaries, channel summaries, individual touchpoints specification

Voice user interface design

VUI communication which opens a voice-based channel between the user and the IT device. Voice-based interaction allows hands-free control, the reception of information that does not require eye contact and biometric identification.

The advantages of VUI:

  • Safe: reading text messages and giving written response while driving a car without using one’s hands; biometric identification also lends greater safety to handling business through telephone customer services
  • Comfortable: switching on lights using voice control
  • Fast: wordprocessing and controls at the speed of live speech
  • Human and friendly: talking to a device or interface just like to a shop employee
  • Accessible: the blind and people with impaired vision are able to use our service better with using a voice interface

When planning a voice user interface, we map out user requirements and implement offline discussions into communication with IT tools.

  • Information from client:Utilisation requirements of VUI, list of functions
  • Client cooperation:Validation of the VUI
  • Deliverables:Dialogue patterns for machine processing, flowcharts

UX guide

The UX guide is a document which presents UX guidelines used during the design, and offers additional principles that will help the site to preserve its content and feature consistency in the long run. Moreover, it helps how the approach used in the wireframes can be applied to further pages.

  • Information from client:Brand book
  • Client cooperation:Validation of results
  • Deliverables: 5-10 pages description

03

Research and testing

We run qualitative and quantitive research in order to learn more about the users. We test the interaction between a user and an interface to formulate the user's pain points.

Classical user testing

Analysis and testing are often supplemented with end-user testing. The aim of user testing is to find out how useful and intuitive is the site, and what kind of attitudes the users show towards it. During the test, potential users are performing typical tasks. We closely observe what kind of difficulties the participants are facing, what are the typical mistakes they make, what are the tasks that require effort and what are their opinions on certain solutions. When they finished the test we ask them about their expectations. Based on the test results we propose suggestions how to modify and improve the site to best serve the client’s goals.

  • Information from client:Presentation of known problems, and existing research results
  • Client cooperation:Provide participants (optional)
  • Deliverables:Summary in Excel sheet regarding the problems and the potential solutions

A/B testing

Also called split/multivariate testing is a method for comparing two versions of something; for instance 2 different versions of a call to action button to determine which one is more successful. To identify which version of a design approach is better, we create 2 versions at the same time, and show each to half of the same target audience simultaneously. The test measures which one performed better with the target audience. The version that prompts the most users to take the desired action or the better conversion rate, is the winner. The test must be statistically significant to be trustable.

  • Information from client:Project goal clarification
  • Client cooperation:Current performance data to establish a baseline and benchmark for improvement, measurement setup by internal IT
  • Deliverables:Statistics testing results, selected winner variation

Treejack validation test

Menu structures are validated with real users who perform tasks related to the menu structure. If task completion is problematic we can modify the structure.

  • Client cooperation:Provide test subjects
  • Deliverables:Improved menu structure

Paper prototype test

Paper prototyping is a very useful component of the design process. Paper prototypes cannot be compared to the testing of the interactive site, its significance is in the modification and finalizing of the design plans based on the feedback. We can only be sure that our design is serving the users’ interest properly if we validate it with paper prototype testing.

  • Client cooperation:Provide participants
  • Deliverables:Summary in Excel sheet regarding the problems and the potential solutions

04

Design

The goal of user interface design is to make the user's interaction as simple and efficient as possible, in terms of accomplishing user goals (user-centered design).

Visual design

Brief
We are going through the final wireframes and discuss the requirements and opportunities of the redesign, analyse best practices and competitors
Deliverable: Mood-board, a visual summary of the graphic design direction (JPG)

Graphic design
Based on the wireframes designed in iterations we define the brand identity.
Deliverables: Layouts (JPG)

  • Information from client:Brand book, Company values
  • Client cooperation:Validation of results
  • Deliverables:Layouts, graphic assets, JPG, PNG, PSD

Brand book

The brand book consists of a document with attached PSD and JPG files. The book presents the graphic assets used during the design in a well documented and organized manner including suggestions and objections to ensure the visual consistency of the site.

  • Information from client:Brand book
  • Client cooperation:Validation of results
  • Deliverables:Approx. 50 pages document including colours, typography, navigation, page templates and graphic assets.

05

Development

We use agile methodology to adaptive planning, early delivery and continuous improvement being able to respond to change quickly and easily.

SEO recommendations

Prior to the design work, it is advised to run a SEO audit and check the current status of the site. Search engine optimization strategy can be built on the results of the SEO audit and on the former goals of the site. The SEO audit gives guidelines and suggestions which can help increase the daily organic visits of the site by several thousands.

  • Information from client:Access to Google Analytics and Search Console
  • Client cooperation:Active communication and collaboration in research
  • Deliverables:Detailed document which includes our recommendation of on-site and off-site SEO settings and tasks

WordPress selection and customization

2016 statistics show that 25% of websites are powered by WordPress. The WordPress CMS (content management system) is ideal for creating blogs, company pages, webshops and websites.
Its undisputable advantage is the vast array of available templates and associated plugins, which can cut web development costs and time up to 80% without compromising the functionality required by the customer.

We continuously monitor the available WordPress templates and plugins on both domestic and international websites and blogs to be able to offer the best fit for our customers’ business needs.

  • Information from client:Business ideas and user needs and requirements of the website, list of functions
  • Client cooperation:Continuous communication across all development phases (defining the information architecture, design and web development)
  • Deliverables:WordPress-powered website

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