Customer Experience Design

Customer experience design is driven by consideration of the moments of engagement, or touch-points between people and brands and the ideas, emotions and memories that these moments create and evoke.

We work with our clients to identify existing touch-points and experiences and then work to create new ways of consistently delivering an improved customer experience. We design experiences with real and measurable consequences working across all types of contact channel (physical and digital) and all touch-points.

Kynsale are prominent members of the Usability Professionals association and Cognitive Science Society. We use our expertise to innovate the way organisations create improved customer experiences. We have methods and tools that help identify the current ‘As Is’ customer experience and then plan scenarios, 'To Be' experiences, to deliver improvements for our clients and their customers.

Our innovations in customer experience design have led developments in usability and behavioural analysis which are being adopted by a variety of organisations to improve the way their products and services are delivered, as well as improving the engagement with their customers at a touch point level. Our CE Innovations Forum is a collaborative forum involving clients and practitioners who meet quarterly to review some of the latest thinking, which we take forward into developing our solutions and approaches with clients.

To find out more about the innovation forum contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.

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