A full-service customer experience consultancy
Different provides product and service design consultancy to make valuable and differentiated customer experiences through research, strategy and design. We've helped organisations build better websites, software, call centre processes, in-store layout and signage, financial products and printed materials. All ways customers come into contact with an organisation are considered in Different's Approach.
Our Approach
Different exclusively practices User Centred Design (UCD) to do Experience Modelling. Just as it sounds, User Centred Design is a set of practices that put the people who will use a product or service at the centre of any activities to design it. In practical terms, this means we start every project by studying the people it concerns. Once we fully understand them, their needs and goals, we design a solution that will seem intuitive and desirable to them. Testing and refinement based on their feedback is key to creating a useful, usable and engaging experience.
Building products and services can be expensive, particularly if money and time is wasted when the business and customer's objectives are misaligned. Early investment in Experience Modelling is like insurance that mitigates the risk of discovering misalignment when it's too late to change the course of a product or service's development.
Taking a scientific, yet creative approach, Experience Modelling is a proven way to build and then execute a customer experience strategy that results in a differentiated and delightful product or service experience. Experience modelling is done in three steps
Experience Research
Looking within the context of the product or service, Experience Research yields a specialised type of customer insight that allows the team to empathise with the end user. It exposes the problems that customers experience when trying to achieve their goals specific to the product or service in focus. It reveals opportunities to innovate through creating an understanding of how current product or service experiences affect people practically and emotionally.
Experience Strategy
Experience Strategy delivers a vision that answers specific customer problems and seizes the opportunities realised through the Experience Research. Different's Experience Strategies aim to keep our clients ahead of their competition by envisaging a transformative product or service offering. We do this through pursuing innovative ideas and emphasising creativity during this phase.
Experience Design
Experience Design activities bring the vision into being, specifying exactly how to meet the strategy through whatever means is most appropriate to the delivery channel and project. Importantly, we verify these final designs with customers in time to alter course if that's required.