Using our thoughtful, data-driven and impactful consulting approach, DDX helps clients boost their business performance by enhancing the customer journey.
We’ll find creative ways to optimise each step of your customer journey in a way that drives your goals – whether it's more revenue, users, or conversions – and ensure that your customers want to keep coming back time and time again.
The customer journey is one of the most critical strategies for a business to get right. In many ways, it’s even more important than your product or service. A smooth and enjoyable experience will leave a lasting impression on first-time buyers and repeat customers alike, opening the door to sustainable business growth.
Enhancing the customer experience begins with diagnosing existing problems by carefully auditing the current customer journey and conducting user research. Once the main issues and opportunities have been identified, we apply targeted improvements to improve every step in the customer journey.
These could include rapid prototyping to test your ideas and get real-time feedback from your customers, software development (maybe a new section to your website), a full migration to cloud, or a new platform. Whatever the case, our team has the experience to help you serve your customers better.
Our energetic team of creative experts always stay on top of the latest trends in technology development, and we’re ready to put this knowledge to work for you. But we don’t merely implement technology for its own sake. We collaborate closely with you to tailor the ideal solutions for your business and its customers.
Every customer journey project is unique, which is why an off-the-shelf approach simply doesn't work. While each problem contains unique elements, our extensive experience across enterprises and startups allows us to tackle every challenge from a position of knowledge, providing you with a fresh outlook.
While the solutions we craft with you will be unique, we do follow a trusted process. We ask thoughtful questions, carefully listening and collecting data, before analysing that data with you. This step will enable you to get a broader and deeper sense of your current situation.
Once we’ve mapped out the landscape, we can start building practical technical solutions that resonate with your customers and advance your business goals, ultimately benefiting both your company and its users across the wider society.
We’ll perform strategic analysis, and build prioritisation models as well as communication frameworks to maximise your investments in modern, cloud-native technology tools, patterns and practices. In addition, we deliver the necessary engineering and architecture organisation upskilling to ensure that your digital strategy delivers tangible value.
By applying design thinking principles, we’ll collaborate with product user groups to understand what their goals will be while interacting with your new product. This insight allows us to see the new product from each user group’s own perspective, and to integrate that focus with your business goals. We’ll then help you implement the new product, track how it performs, and use these insights to drive your business forward.
We’ll conduct qualitative and quantitative research – market research, competitor analysis, surveys, focus groups, and more – to gain a clearer picture of your business and its place in the market. These insights will help inform and refine the broader customer journey strategy.
Through blueprints, journey mapping, and Wardley mapping, we’ll design engaging and user-friendly experiences for your customers, while at the same time ensuring that you can deliver these in a sustainable and scalable manner.
We’ll carefully consider all the dimensions in which your customers interact with your products or services, making adjustments as needed to the duration, intensity, and breadth of these interactions. By designing interactive experiences, we’ll be able to enhance the positive sentiments that customers associate with your brand.
Your website, ecommerce platforms, apps, and all other online touchpoints are a vital part of the customer experience. Things like UX/UI design, loading speeds, longevity, and data security are also crucial. Our expert digital consultants will carefully consider all of these factors in order to develop the ideal solutions for your business, your brand, and your customers.
Get to know our team, our capabilities, and how our unique approach to business modernisation can work for you. Wherever you are on your digital transformation journey, we can help show the way forward.
We assess your current operations and future goals, with an eye towards maximising the impact of their digital components. Our review will highlight potential areas for improvement, including any mis-alignment between your digital setup and your business objectives.
We can help your team learn to use new digital systems, or get the most out of their current ones. We can also give your team the skills and confidence they need to get started on their own digital transformation journey.