What we do · One of three lenses

UX design.

The product people actually use. Most "training problems" aren't really training problems. Users keep clicking the wrong button, support tickets cluster around the same handful of screens, and every new feature seems to break an old workflow. UX is the layer where most of those failures actually live.

Talk to us See how it connects to the other two lenses
What it really is

UX is where the business meets the user, one screen at a time.

Inside an enterprise product, every business rule, every workflow step, and every regulatory constraint either becomes legible on a screen or becomes a wall. UX is the layer that decides which one happens.

It's not decoration. It's not "make it pretty." For people who use this software all day, the choice between two button labels can turn a thirty-second task into a three-minute one. Multiplied across hundreds of users and tens of thousands of transactions, that's a real number. We design with that number in mind.

When this is where the risk sits

You probably need a UX lens when…

  • Users keep getting the same things wrong, and "more training" hasn't fixed it.
  • Support tickets cluster around the same handful of screens every quarter.
  • Engineering and stakeholders are arguing about what a feature "means," not what it does.
  • Onboarding is brittle. New users churn before they reach the value.
  • Every new feature seems to break an old workflow nobody documented.
  • The product looks fine in a demo and falls apart in real use.
What we deliver

Artefacts that earn their place.

Each artefact answers one risky question. We pick the cheapest one that does the job, and stop when the question is answered.

Information architecture

Turning a business model into something a person can navigate. Sitemaps, content models, taxonomies, and the nav structure that lives on top.

Wireframes

Black-and-white structure, before colour and polish become a distraction. Used when we need to argue about logic, not look-and-feel.

Interactive prototypes

Running designs you can put in front of real users. Increasingly that's running code, prototyped alongside your engineers.

Hi-fi mock-ups

The visual layer once the structure is settled. Pixel decisions, type, motion, and the small bits that make a product feel finished.

Usability tests

Moderated, contextual, hypothesis-driven. We watch real users meet the work and feed findings back to your engineers and ours.

Design systems

So the next twenty screens stay coherent. Tokens, components, and the documentation that keeps the system honest as it grows.

Three lenses, one product

UX doesn't work alone.

The three lenses we use, UX, business process, and service design, each look at a different layer of the same product. UX is the layer the user touches. The other two are the workflow that lives behind the screens, and the broader experience around them.

You're here

UX design

The product people actually use.

 Sibling lens

Business process design

How the work moves behind the product. The roles, steps, and handoffs the screens have to support.

 Sibling lens

Service design

The whole experience, end to end. The people, channels, and support around the product.

A great workflow can still produce a frustrating UX if the screens ask for the same thing three times. Great UX laid over a broken process is wallpaper. We use whichever lens the risk asks for, and most engagements end up needing all three.

How we work

Five phases. The user at every step.

The same five-phase process underpins all three of our lenses. We've spent over two decades refining it to surface the right problems early and keep users in the loop until launch. Here it is with the UX work and artefacts in the foreground.

Plan
What are we trying to achieve?

We start with the business question. The success criteria we agree on here become the yardstick for every later choice.

Artefacts
  • Stakeholder interviews
  • Project plan
  • Success criteria
  • Competitor scan
Gather
Context, problems, users

We talk to your users in their environment, and to your business about market and constraints. The output is a hypothesis list.

Artefacts
  • User interviews
  • Personas
  • User journeys
  • Hypothesis lists
Ideation
The creative bit. Solve the problem.

We diverge wide before we converge. Sketches and journeys, multiple competing directions, until the room can argue with the work.

Artefacts
  • Problem statements
  • Concept sketches
  • Divergent directions
Build
Prototype, then refine. Make it better each time.

We pick the right fidelity for the question. Increasingly that's running code, prototyped alongside your engineers in their codebase.

Artefacts
  • IA
  • Wireframes
  • Hi-fi mock-ups
  • Interactive prototypes
  • Running code
Test
With users and the business. Then loop back.

Moderated, contextual, hypothesis-driven. We watch real users meet the work and feed findings back to your engineers and ours.

Artefacts
  • Test plans
  • Moderated usability
  • Click tests
  • Insight reports

Engineers are in the room from Plan through Test. We loop back through Gather until users tell us it's right.

Got a UX problem dressed up as something else?

Tell us what you're seeing. We're good at finding the screen-level shape behind a vague brief.

Talk to us