Customer Experience Design

Listening, designing and testing customer touchpoints

Designing products for people

Evans Hunt embraces a design thinking philosophy. It’s in everything we do. This means we adhere to a process of knowing you and your customer, designing collaboratively and testing our work. We repeat until the customer experience is just right.


How? We talk to the people your product is going to reach. We get to know them. And we put prototypes in their hands so we can observe how your product performs.


RESEARCH PROTOTYPE TEST

Designing products for people
01

Research

Our Strategy and Research team wants to know what makes your business thrive and your customers tick. Product design starts by engaging your company’s key stakeholders. What are their goals? Wants? Wishes?

We also need to learn about your customer. We do this by conducting surveys, one-on-one interviews, and facilitating focus groups. These insights will define your audience, how it’s segmented, and which user personas we’re designing against, as well as map the all-important customer journey.

  • Business strategy
  • Stakeholder engagement
  • Requirements gathering
  • Landscape
  • Environmental review
  • Competitive review
  • Industry trends
  • Audience definition
  • User research
  • Ethnographic research
  • Segmentation & personas
  • Customer journeys
  • Content & Social
  • Gap analysis
  • Audit
  • Business strategy
  • Stakeholder engagement
  • Requirements gathering
  • Landscape
  • Environmental review
  • Competitive review
  • Industry trends
  • Audience definition
  • User research
  • Ethnographic research
  • Segmentation & personas
  • Customer journeys
  • Content & Social
  • Gap analysis
  • Audit

Case Study

ATB Enterprise Personas

Case Study: ATB enterprise
It’s all about the customer’s journey

Customer empathy is an ATB Financial company pillar. To ensure its employees practice what is preached, the Alberta-based company wanted a digital hub to showcase its rich customer data.

Partnered with research consultants Stone Olafson, the research and ata teams collected a vast amount of data from ATB customers. We reported back to ATB what role customers want the bank to play in their lives from the perspective of 9 detailed user personas.

Meanwhile, our designers collaborated with ATB’s design team on how best to display such incredible insight.

The result was the Enterprise Persona portal: an internal product where ATB staff can easily get the latest research on its archetypal customers.

02

Prototype

Our user experience and product designers are big fans of research. What Evans Hunt learns from you and your users serves as the foundation of the engaging product designs we love to create.

How? EH starts with rapid design labs (RDL): workshops where we can collaborate directly with you, our product design team and, when we can, real end-users to sketch out solutions.

Our next step is to design fully interactive products that we can test. We iterate and improve before passing it on to development.

  • Ideation and design planning
  • Feature prioritization
  • Collaborative design workshops
  • Prototyping
  • Low to high fidelity product design
  • Functional design prototypes
  • Content & Social
  • Strategy
  • Content creation
  • Ideation and design planning
  • Feature prioritization
  • Collaborative design workshops
  • Prototyping
  • Low to high fidelity product design
  • Functional design prototypes
  • Content & Social
  • Strategy
  • Content creation

Case Study

myHusky App

Case Study: myHusky App
Putting the ‘pro’ in prototyping

Husky retail locations wanted a mobile app so the Calgary-based company could reach new customers, increase sales at the pump, and expand its loyalty program.

Equipped with a bounty of research and personas, our user experience designers set out to design a proudct users truly wanted. Starting with a Rapid Design Lab, we collaborated with our Husky partners to quickly produce an initial prototype—in just 3 DAYS.

We continued to flesh out the app designing for all key user stories. The result was a functional, high-fidelity prototype that could be handed over to our development partner, IBM.

Once the myHusky App was ready for prime time, our team helped get the word out with awareness campaigns presented using point-of-sale advertisting and social media.

www.myhuskyapp.ca

03

Test

Your customer’s journey is ongoing, and the digital products created for them are not static. Our user research team studies the performance of everything we create. These test insights mean we can revisit a product - be it a prototype, live website, app, social media or content - and make meaningful improvements.

Our Data & Analytics team are experts with the numbers. Using analytics, keywords and traffic patterns, they tell the compelling stories of how your customers are using your product.

  • Customer validation
  • Usabilty testing
  • Measurement and reporting
  • Analysis
  • Reporting and optimization
  • Content & Social
  • Content marketing
  • Social media management
  • Customer validation
  • Usabilty testing
  • Measurement and reporting
  • Analysis
  • Reporting and optimization
  • Content & Social
  • Content marketing
  • Social media management

Case Study

Glassdoor for Employers
Case Study: Glassdoor for Employers
Usability for all

Bay-area’s Glassdoor needed to reposition its B2B employer site in order to better serve its various users and their specific needs.

To understand Glassdoor’s unique landscape, our Customer Experience team immersed themselves in content and analytics audits, stakeholder interviews, and competitive reviews. Our intimate understanding of Glassdoor ensured we created a tailored experience and recommended ways to remove existing barriers.

The result? Well, we blew up the site. We improved audience segmentation, simplified the content, and redesigned the navigation. And then we validated Glassdoor’s new direction through usability testing of functional prototypes.

Glassdoor now helps employers, of all sizes, find the right person in a haystack of candidates.

www.glassdoor.com/employers

Get in touch

That’s that really. Research, prototype and test, then sleep well at night knowing that your customers are in good hands.


We’d love to talk to you more about it.


Send us an email
Designing products for people