Superior customer and user experiences help you sell more, improve efficiency and reduce costs. They also enhance your marketplace position, increase customer satisfaction, ward off competitive threat and build your brand. We will help you increase competitive advantage by identifying and implementing tangible experience improvements to your site or service.
Fathom focuses on representing the voice of the user within the design process as business and user insights drive design performance. We use primary, secondary and desk research techniques to measure both behaviour and attitude. Qualitative and quantitative insights help us to fully understand your customers.
Our experience design services, covering both UX and service design, focus on the research–led development of customer journey plans, empathy maps and personas. These help us to create service blueprints, sketches, prototypes, wireframes and creative design. We are committed to universal and accessible human–centred design.
For customer experience to matter in the boardroom, leaders need to intimately understand how they are treating their customers, and the competitive advantage which comes from exceptional experiences. We regularly invest time with senior teams, helping to set vision, benchmark against competitors, pinpoint exemplars and identify KPIs.