Customer Experience

Customer experience is the foundation of creating a successful business. With increasing options for interaction between you and your customer more important than ever to ensure they work for all types of people.

Inclusive design works with customers who are typically excluded from design considerations. This creates innovative solutions that work for everyone. Just think of the smart phone or electric tooth brush. Research shows that inclusively designed products and services have the potential to reach, and be useful for up to four times the number of intended customers.

We work with edge customers though consultation, research, usability testing and co-design. We analyse both digital and physical touch points to work out where opportunities lie to give you insight and actionable solutions to improve the experience for all your customers.

CfID are knowledgeable, flexible and focused on getting the best outcome through working in partnership with us to develop our capabilities - Choice


User experience

Take into account the experiences of a diverse range of users and testing usability from a lived experience viewpoint. Uncover innovative opportunities and ensure that your product meets the expectations of the widest range of users.

Edge user research

We have connections to diverse edge users and community groups. We conduct market research and experience research with people who you typically can’t reach. This research provides rich insight to evolve both products and services.

Sensory mapping

Our sensory mapping identifies sensory stimuli such as light, sound, smell and congested areas through heuristics, data collection and user experience research. These maps identify areas of improvement for future development to enhance experience for everyone.

Inclusive service design

When considering all touch points in your design, it is important to ensure all components of people, infrastructure, communication and materials through to implementation are inclusive. That way the quality and the interaction between you and your customer is maximised and delivers to the most diverse range of people.

Expert advice and support

We can partner with you through your journey in Inclusive Design and help your organisation to become inclusion champions. We are proud of our deep client relationships and can work with you on large projects and small to create impact.

Contact us about customer experience

Collaboration Partners

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