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Our team at Outwitly are experts in human-centered design approaches to innovation. We are strong believers in the power of understanding users and stakeholders to uncover their needs and goals, while employing creative and collaborative design methods to envision bold change.
There is no downside to getting to know your customers better. Using human-centered research and service design principles, we’ll uncover what’s irking your users or customers, and help to redesign their end-to-end experience with your organization.
Outwitly is composed of consultants and experts in service design who’ve been industry professionals for well over 10 years. By studying user motivations, behaviours, needs, and aspirations through ethnographic user research and workshops, we’ll help you gain a better understanding of your customer experience.
Are you struggling to rectify the pain points your customer experiences throughout their journey? Maybe some of these TOP CUSTOMER CHALLENGES sound familiar…
Our expert team can analyze your internal-facing processes and customer-facing touchpoints to find out where things go wrong. We’ll develop your custom roadmap to create a better experience for everyone.
Depending on where you need us most, we’ll conduct design research to provide you with deep customer insights using deliverables like…
Diagram of our service blueprints.
Diagram of our shopper journey map.
Diagram of our customer journey.
Diagram of our ecosystem map.
Our team has experience running long-term & large-scale research and experience design projects, conducting UX and ethnographic research with 1000+ participants, co-creating design solutions, turning findings into actionable next steps, and developing roadmaps with our clients to bring their new services to life.
Outwitly partnered with Employment and Social Development Canada’s Office of Literacy and Essential Skills (OLES) to facilitate a co-design workshop experience where participants generated concepts for a holistic eLearning solution. This solution would offer consistent essential skills assessment and learning resources to help jobseekers, workers, and employers across the country.
Read the case study ›Outwitly engaged with a provincial department of advanced education to transform the delivery of adult education using human-centered design. Our job was to understand current learner pathways and needs, including challenges faced by education service providers, and seek new opportunities for innovation in the current system to inform a clear and consistent program model.
Read the case study ›Outwitly was engaged over 10 months to improve the customer experience of an online government service for citizens seeking child or spousal support, provide recommendations for its reinvention, and lead its complete redesign. Our task was to reduce manual processes with automated/efficient systems, reduce call volume, improve case load, and improve user experience by providing meaningful case information to citizens in an easy-to-access and modern online portal.
Read the case study ›Outwitly worked with a national cultural heritage institution as they shifted towards using new digital tools and processes to properly and efficiently acquire and preserve heritage artifacts. We created service blueprints of the current disjointed processes and worked with our client to create a streamlined future-state.
Read the case study ›Outwitly worked with a Crown Corporation to streamline and modernize its intranet web portals (used by 5,000 employees) in order to create a single point of access with a more discoverable, shareable, and engaging user experience for staff. We helped our client move from 8 disparate internal systems down to one.
Read the case study ›
Customer journey mapping is a powerful design tool that will give you an end-to-end visual picture of your customer experience and the ability to tackle pain points, explore new product or service opportunities, and much more.
Building a customer journey map will enable your company to better understand how customers use your products or services.
We explore design-thinking and human-centered tools and techniques to ensure that your carefully researched customer journey maps are highly actionable, and that they are communicated across your organization to affect change.
How can an organization get started with design thinking?
How effective are user surveys?
When you don’t have the time or resources for user research, empathy-mapping and proto-personas are two great design tools that your team and stakeholders can use to better understand your organization’s users or customers, and to inform timely feature, product, or service decisions.
We explore the design tools of Customer Journey Mapping and Service Blueprinting.
This post is a “roundup” of our past posts on the topic of design research.
