Areas of practice include:

• Strategic experience visioning

• Business + brand alignment

• Customer journey mapping (high-level/lifecycle)

• Insight synthesis (combining research, business + market intelligence)

• Persona development (for strategic alignment)

• Omnichannel experience planning

• Opportunity/gap identification

• Roadmapping + prioritisation frameworks

• Measurement strategy (CX/UX metrics + KPIs)

• Facilitation with executive stakeholders

• Innovation + value proposition strategy

• Ecosystem mapping

• Competitive/market benchmarking

Areas of practice include:

• Service blueprinting (frontstage/backstage)

• Journey mapping (current and future state - detailed, operational focus)

• Process mapping & systems design

• Stakeholder & ecosystem mapping

• Touchpoint orchestration

• Co-design and participatory workshops

• Service prototyping + validation

• Operational model design

• Roles + responsibility mapping (RACI)

• Service governance integration

• Readiness assessment + implementation strategy

• Cross-functional collaboration

• Policy, tech + org alignment for service execution

Areas of practice include:

• Interaction design (IxD)

• Information architecture (IA)

• Wireframing + prototyping (low to high fidelity)

• Visual/UI design (including typography, layout + visual hierarchies)

• Design systems + component libraries

• Motion + micro-interaction design

• Accessibility / inclusive design (WCAG compliance)

• UX writing / content design for interfaces

• Usability heuristics evaluations

• Handoff for development

• Agile design process + iteration cycles

Areas of practice include:

• Research planning + methodology selection

• Participant recruitment + screening

• Interviews, contextual inquiry + ethnography

• Usability testing (moderated/unmoderated)

• Diary studies + fieldwork

• Surveys + quantitative data collection

• Journey + empathy mapping

• Data synthesis + insight generation

• Concept validation + desirability testing

• Task analysis

• Behavioural segmentation

• Research reporting + storytelling

• Knowledge management (ResearchOps)