Customer Experience Design


In today’s VUCA world, customer experience is more than pleasing the eye. It’s the heart of a holistic approach to deeply understanding customers in order to better meet their needs. IDEAZIA combines rigorous analytics, inspired creative teams, and deep functional and industry expertise to deliver delightful customer experiences for our clients and create value for their customers.

We design experiences that delight customers and drive top-line growth. Design thinking helps us empathize with customers at every step in their decision journey. We then re-envision how best to engage those customers and create new experiences, which we test and refine using agile methods. The impact is rapid and dramatic—on customer satisfaction, revenue growth, cost to serve, and employee engagement.

We work with organizations to understand and simplify complexity in human interactions; identify high-value opportunities to meet needs and create value; and to design human-centered services, product, and businesses for future environments.

We utilize ethnography and observation of customer behavior, qualitative and quantitative research, facilitated collaboration and co-design workshops, journey mapping, prototyping and design methods to enable organizations to understand root-cause issues and guide decision-making.

Experience Strategy – We create the Experience strategy informed by strategic insight and co-designed with the business to communicate a vision of the future.

Service Design – We co-design the future state service experience by articulating the front-stage service interaction and the back-stage capabilities across people, system and process.

Experience Design – We design digital, physical and spatial touch points informed by user insight and created through rapid iterative design sprints. We build, test and learn using prototypes.

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