We bring an understanding of user behaviour any industry or situation to bring transformation.
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92 INNOVATION TEAMS AND COUNTING
SERVICE DESIGN INNOVATION
DIGITAL USER EXPERIENCE DESIGN
Since 2018 we have trained over 92 innovation teams at one of the world's leading airlines, even
flying overseas to train all their international station managers - reflecting the airline's
commitment to effective and sustainable transformation.
We tackled challenges across all divisions including IT, Customer Service, Finance, Engineering, Operations, Flight Staff (Pilots), HR and even external stakeholders such as regulatory authorities and airport management.
We truly relished each challenge we took on, as we learnt from staff of all experience levels (from fresh starters to some with over 40 years in the company) and we most certainly look forward to impacting more transformation in the company in the years ahead!
We created countless prototypes, wireframes, user profiles, journey maps and service blueprints.
The best projects were submitted to the Digital Innovation Lab for further development.
USER EXPERIENCE DESIGN FOR ARTIFICIAL INTELLIGENCE
DIGITAL USER EXPERIENCE DESIGN
In this advisory role, we drew upon over 14 years of experience in designing services, experiences and products to develop a series of principles that would allow the platform to build trust with users.
The field of artificial intelligence (AI) is still relatively new to many users today, and we have developed key interventions and processes that can help bridge the gaps in trust and usability.
DATA MANAGEMENT STRATEGY
For a client in the medical research sector, we automated processes and managed the design and production of multiple publications, six times more than the laboratory had ever produced in its history.
EXPERIENCE AUDIT FOR HEALTHCARE
EXPERIENTIAL SERVICE AUDIT
DIGITAL PRODUCT ANALYSIS
For one of the largest providers of eldercare in Asia, we performed an extensive service audit across all physical, digital and organisational touchpoints.
An understanding of the workplace culture, brand values, use of technology and current user experience enabled us to work on a strategic roadmap to design a future-ready model of healthcare that will go beyond physical locations and facilities.
We believe this approach has the potential to maximise the positive impact of care for a fast-growing ageing population.
SHOWING EMPATHY IN THE LEGAL SYSTEM
For a client in the public services sector, we undertook extensive research and prototypes over 6 months to develop a series of powerful, actionable insights that culminated in a design strategy for helping users going through trauma to navigate the legal system.
A comprehensive strategy was delivered that covered all aspects of a solution: from redesigned systems and processes, more effective ways of communication, transforming staff culture, to spatial and product redesign.
This project completely transformed our perspective on how to design with empathy for users, through ground-breaking insights on the psychology of trauma and how anxiety affects decision-making.
We are truly grateful to have had this opportunity to impact public service.
18.2 MILLION VIEWS AND
CONNECTING WITH AUDIENCES
DIGITAL CONTENT STRATEGY
SOCIAL MEDIA ANALYTICS
For a client in the FMCG sector, we needed to find a way to connect the brand with millennial behaviour in an authentic manner. Using insights on collaboration and digital viewing behaviour, we launched a record-breaking series of music videos that resonated greatly with our target South East Asian audience, resulting in organic views and a significant increase in product sales during the same period.