We align innovation and digital transformation with our clients and users

GROUNDED CREATIVITY

600x600 head business design

We make radical innovation

We design strategies, services, channels, and experiences with a strong rational and functional orientation, but with a constant creative, aesthetic and sensitive gaze.

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Research for design

Design research is generative: we produce knowledge to inspire. We understand clients, users, and contexts and arrive at clear insights that drive design and innovation efforts. We combine techniques from marketing, design, and human sciences.

We:

1

Identify and characterize segments and archetypes.
2

Investigate the medium and long-term evolution of customer needs, desires and behaviors.
3

Find and analyze the best service benchmarks and industry best practices.
4

Empathetically understand customers and users in relation to journeys, channels, services or value propositions.
5

Define market trends to find sources of inspiration for innovation.
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Strategy and business model design

We conceptualize the corporate and competitive strategy of companies, on value propositions and business models with clear mechanisms for generating, delivering and capturing value. We focus on what is attractive: what is desirable for clients and users, what is technologically feasible and financially viable.

We:

1

Define the target customers/users for business models.
2

Conceptualize value propositions.
3

Build value capture mechanisms and revenue stream models
4

Create the brand and communication, with a digital and service approach.
5

Design the services and channels that develop the business model.
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Service ecosystem design

We use the Service Design methodology to define a service, a set of services or product-service systems. We guarantee high levels of customer and user adoption and attraction, thanks to our functional and sensitive understanding of people's needs, behaviors and desires

We:

1

Design analog or digital services for individuals (B2C) and businesses (B2B).
2

Turn products into services to deliver more value to customers and users.
3

Define digital channel offerings such as apps, public web portals, transactional, help centers or e-commerce.
4

Design multichannel digital offers
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Channel design and digital properties

To accelerate digital transformation, we turn digital presences, such as apps or web portals, into high-value, revenue-impact properties. We have a more structured and comprehensive design and management approach than was used in the early stages of digital.

We:

1

Define digital CX.
2

Design and prototype the UX of digital properties with graphical interfaces (apps or web portals) or conversational interfaces (bots).
3

Design information architectures, navigation models and schemes, UX writing and detailed screen flows.
4

Design and prototype the UI, graphical and conversational, with Look and Feel and design system.
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Customer experience and service design

We transform customer service into a comprehensive customer experience management. From a broad view of interactions, we embrace the customer lifecycle, multiple journeys and multiple analog and digital channels.

We:

1

Establish customer experience models.
2

Design omnichannel and omni-channel mix strategies.
3

Redesign analog service channels such as branches, offices or physical service centers.
4

Define comprehensive experience measurement models.
5

Perform quantitative and qualitative measurement of customer experience in channels and journeys, as well as quality measurement in customer service processes.
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User testing

We test with customers and users the prototypes of products, services or channels. We verify the level of relevance and attractiveness of designs before investing time, effort and money in their construction or implementation. This allows companies to make mistakes and correct them quickly at low cost.

We:

1

Design journeys, transactions or flows.
2

Design omnichannel strategies and channel mix.
3

Design value offerings and product and service features.
4

Design service and experience channels and processes.
5

Design branding, naming and communication strategies for users and clients.

What are our working methods?

We have one principle: the design of the design. This means that we make methodological designs to solve each design challenge. Hence, depending on the contexts and scopes.

Integral design projects
We go from end to end in the design, from research to testing, and we even go to implementation and operation.
Stage-specific design projects
We accompany companies in specific design phases, such as research or testing.
Continuous design cells
We form teams of designers with diverse profiles that are inserted in continuous design flows of products, channels or services, with which we expand the capabilities of companies.