We solve complex business problems and design challenges.

For over 10 years, our research, facilitation, strategy, and user centred design services have produced profitable outcomes across sectors.

Featured projects

  • All Work
  • Evaluate
  • Improve
  • Explore
  • Launch

Get people where they need to go quickly

Lothian Buses
Lothian Buses wanted to provide the best cross-channel experience possible. They asked us to audit and improve the user experience their mobile apps provide.

Prior to conducting a user experience audit, we conducted user research that helped us identify archetypes and top tasks. This combined with competitor benchmarking and voice of the customer analysis allowed us to identify and prioritise 79 actionable recommendations. Following this we facilitated a collaborative design studio to resolve key design challenges and explore added value features. This resulted in the development of updated apps that focused on top tasks and included safety and alert features.
Request case studyabout Get people where they need to go quickly

Optimise key digital products

NHS 24
NHS 24 needed to ensure their digital products and services helped citizens find the health and social care information they need, when they need it.

Following an initial user experience (UX) audit, we facilitated a series of workshops with senior stakeholders to define user experience principles, revised value propositions, and product development roadmaps. This process accelerated external development processes and the improvements implemented have resulted in increased usage of both NHS Inform and the National Services Directory.
Request case studyabout Optimise key digital products

Prioritise and roadmap a programme of work

Sandyford (NHS GGC)
Adults with learning disabilities (LD) are underrepresented at the Sandyford Sexual Health Service. The Health Improvement Team wanted to explore current staff practice and identify how best to address this.

Border Crossing UX were engaged to design and facilitate an event that identified how best to translate a series of recommendations into a prioritised roadmap. We collaborated with a diverse Working Group to develop a design thinking event that established a shared understanding of the challenges to be overcome, stimulated collaboration, and ultimately achieved a consensus of how to plan the required programme of work. These were distilled into a report and proposed roadmap that was delivered in multiple formats to facilitate sharing and ongoing iteration.
Request case studyabout Prioritise and roadmap a programme of work

Rapidly improve critical user journeys

NHS Greater Glasgow & Clyde (NHS GGC)
Sandyford, NHS GGC’s specialist sexual health service, needs to meet the needs of a universal audience, including hard-to-reach priority groups.

Border Crossing UX were engaged to improve Sandyford’s website and its associated micro-sites. Through user research and open design, we identified what worked well, and where there were opportunities to create better user journeys. This approach empowered Sandyford to implement key changes rapidly and make significant long-term improvements to how they create and distribute information online.
Request case studyabout Rapidly improve critical user journeys

Improve how people plan their visit

National Galleries of Scotland
The National Galleries of Scotland were digitally transforming their organisation and needed to increase their in-house user experience capabilities.

We undertook retrospective interviews with key stakeholders to evaluate the work completed and establish the priorities for the next phase of development. We then facilitated a series of workshops to collaboratively design revised user journeys with in-house teams. This approach ensured stakeholders were effectively represented and key customer journeys were optimised and roadmapped for development.
Request case studyabout Improve how people plan their visit

Deliver a user-centred website

NHS Highland
NHS Highland wanted to take a once in a decade opportunity to implement a user-centred website that meets the disparate needs of citizens, professionals, and other key stakeholders.

Border Crossing UX was engaged to support NHS Highland adhere to the Scottish Approach to Service Design (SAtSD). Following an extensive content audit and competitor review, a set of proto-personas that encompassed key stakeholder segments were developed to inform the prioritisation of information and features. This informed a transformed approach to information architecture and the development of a set of wireframes that prioritised the requirements of the user, not the health board. Evaluative testing and ongoing feedback loops were also implemented to ensure NHS Highland has the capabilities it needs to continuously improve this critical digital touch point.
Request case studyabout Deliver a user-centred website

Use SMART technology to improve customers’ lives

NWG Innovation Festival
CGI and the Northumbria Water Group wanted to explore: How might SMART technologies be used to improve customers’ lives?

We designed and co-facilitated a 5-day sprint that resulted in the development of Barnacle; an IOT sensor that measures the quality of water supply within customers’ homes, and Clampy; which monitors the flow of water into a property. These truly innovative solutions will help water companies reduce leakage, increase resilience, and resolve issues before they occur. Which is why NWG has already made these available to customers for free.
Request case studyabout Use SMART technology to improve customers’ lives

Create a compelling product range

MDDUS Solutions
MDDUS Solutions wanted to design a range of contractual insurance and discretionary indemnity products that met the unique needs of medical and dental businesses.

Border Crossing UX was engaged to assist in-house departments adopt a user-centred approach to product design and development. Extensive market and customer research informed a collaborative design process that resulted in the development of a range of value propositions that have been engineered to scale alongside a healthcare business as it grows.
Request case studyabout Create a compelling product range

Streamline a complex underwriting process

One of the world’s largest reinsurers wanted to transform the experience of obtaining and accepting a quote.

Border Crossing UX was engaged to conduct primary and secondary research and facilitate a collaborative design process. Outputs were translated into prototypes that were tested across a range of key markets and lines of business. Ongoing user experience support was provided throughout an agile development process. Since launch, this cloud-based platform has been rolled out to over 60 insurers and extended to over 20 lines of business.
Request case studyabout Streamline a complex underwriting process

Increase engagement across segments

National Galleries of Scotland
National Galleries of Scotland wanted to identify how well their content was performing across channels.

We analysed in-house, and competitor, content to identify issues, opportunities and best practice guidelines. Then, we collaborated with content creators and owners, across departments, to prioritise and roadmap optimisations. This process has helped the National Galleries of Scotland revise their approach to target audience segmentation and adopt a user-centred approach to creating and disseminating content.
Request case studyabout Increase engagement across segments

Enhance rural communities

NWG Innovation Festival
For the 3rd NWG Innovation Festival, CGI wanted to start a rural revolution by exploring how they could enhance rural communities and the environment using emerging technology.

We designed and co-facilitated a 5-day collaborative design sprint. Together, we developed and prototyped Dragonfly. This water-powered sensor and 5G network enabler, sits in waterways monitoring the quality and flow of the river. Which means water companies can identify where, and when, there are pollution incidents. The provision of a 5G mesh network also means rural communities, who previously could not access high-speed Internet, will now be able to do so.
Request case studyabout Enhance rural communities

Reduce the strain on Accident & Emergency

NHS Scotland
NHS Scotland and The Scottish Government wanted to help people to a speedier recovery and reduce the strain on Accident and Emergency departments.

We were commissioned to design, test, and develop a centralised resource to help people in Scotland find the right medical assistance when they’re ill, injured, or have a long-term condition. This resulted in the first responsive web application using live feeds built for NHS Scotland and The Scottish Government. By doing this we ensured that NHS Scotland could deliver the most relevant and usable information across devices, and locations, in Scotland.
Request case studyabout Reduce the strain on Accident & Emergency

Reimagine a complex asset finance process

An undisclosed asset finance company wanted to transform how a range of competing finance options were integrated by brands and retailers.

Border Crossing UX was engaged to review the impact of new market entrants and identify if and how current technical capabilities could be adapted. These findings informed a collaborative design process that was focussed on designing frictionless user journeys for a broad range of markets and product types. This process accelerated the development of a revised set of integration options that provide brands and retailers with the capabilities they need to seamlessly integrate asset finance options within their specific purchasing journeys.
Request case studyabout Reimagine a complex asset finance process

Optimise the RoI of retention tactics

A financial services company wanted to measure the return on investment of their retention tactics.

Prior to auditing existing processes and campaigns, we collaborated with senior decision-makers to confirm strategic objectives and key performance indicators. This enabled us to define a robust measurement model and baseline the return on investment (RoI) of existing tactics. It also informed the identification of additional low-cost retention tactics that have now been implemented across the organisation.
Request case studyabout Optimise the RoI of retention tactics

Transform product design capabilities

An undisclosed software provider that provides a backbone solution for an industry sector needed to supplement their in-house design capabilities to ensure the updates they launched met customer needs.

Border Crossing UX was engaged to radically overhaul their proposed approach to information architecture and interaction design. This resulted in the creation of streamlined user journeys that supported multiple business models. We also provided a revised design system that was rapidly implemented by an in-house development team.
Request case studyabout Transform product design capabilities

Deliver award winning ecommerce experiences

Digital Boutique
Digital Boutique have a track-record of delivering industry-leading ecommerce experiences.

When they need support from user experience specialists, they turn to us. Over the past 5 years, we’ve collaborated on numerous projects, that span a range of industry sectors. From ad-hoc consultancy to specialist support with enterprise-scale digital transformations, we ensure Digital Boutique get the independent and specialist advice they need, as and when, they need it.
Request case studyabout Deliver award winning ecommerce experiences

Want to work with us too?

Discuss your requirements with a user experience specialist.

Trusted by

What our clients think