We solve complex business problems and design challenges.
- All Work
Increase client engagement and retention
Border Crossing UX collaborated with a range of departments and business-lines to roadmap customer-facing and back-office requirements. We then collaborated on the development of a new online customer-portal, quoting engine, and renewal process. This has resulted in reduced operational costs, whilst increasing client engagement and retention across product-lines.
Optimise key digital products
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.
Prioritise and roadmap a programme of work
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.
Rapidly improve critical user journeys
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.
Improve how people plan their visit
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.
Deliver a user-centred website
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.
Use SMART technology 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.
Create a compelling product range
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.
Streamline a complex underwriting process
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.
Increase engagement across segments
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.
Enhance rural communities
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.
Reduce the strain on Accident & Emergency
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.
Reimagine a complex asset finance process
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.
Optimise the RoI of 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.
Transform product design capabilities
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.
Deliver award winning 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.
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What our clients think
“Border Crossing UX’s diligence and patience in understanding and unpicking our business has been exemplary. Having such an honest relationship allowed us to address business challenges and meet our challenging objectives.”
“Border Crossing UX get right inside the mind-set of your clients and work with utter dedication to deliver the results your business needs.”
“Border Crossing UX provided the expertise and support the National Galleries of Scotland needed and have become a trusted supplier.”
“NHS 24 needed to complete a product deep dive which covered a number of areas. I cannot recommend them enough to anyone considering how to drive forward their digital ambitions and develop greater user insight across their digital estate and transformation strategies.”
“We have worked with Border Crossing UX for three years now on various projects. They truly understand how to help deliver a world-class user experience. Working with them is an absolute pleasure.”