Our process

We work very closely with our clients and client teams. Occasionally we actually join our client’s team, or bring a client representative into our team. In all cases we look to leverage existing client knowledge while sharing our best practices.

Below is the outline of our philosophy and approach to solving client problems. Phases, activities and deliverables are adjusted to fit the specific client situation.

Briefing

During this phase, we look to understand the various business objectives, criteria and commitments.

As necessary we conduct early audits of existing or competitive products and services, and work with the client team to establish initial goals and priorities.

Developing frameworks

During this phase we seek to answer the following questions:

1. what is useful
2. what is desirable
3. what is possible
4. what is feasible

To do so we will conduct primary and secondary research as well as internal worksessions to inform product opportunities user scenarios, concept models and ROI models.

Definition & Planning

During this phase, we develop and refine the product and service concept, looking at many customer touchpoints for experience requirements and brand implications.

Whenever possible, we’ll prototype the concepts for customer feedback and to develop a shared understanding of the product and service.

We will finish this phase with a detailed development and roll-out plan.

Development

Depending on the client needs and situations, we wil bring appropriate partners on board or work with our client teams to to complete the development and deployment of the products.

One of our key roles during the development phase is to work with our clients adjust the strategy, priorities and plan as needed to ensure that the original business objectives and criteria are met.

Sample activities and deliverables for each of these phases