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

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Rapidly scale digital capabilities

An undisclosed specialist insurer needed to reduce their operational costs by scaling their digital marketing, sales, and customer service capabilities.

Border Crossing UX were engaged to explore if and how operational savings could be achieved by developing digital self-service capabilities. Following a series of primary and secondary research activities, key acquisition, customer service, and retention journeys were prototyped. These were then tested to ensure they met the needs of prospects, customers, and staff. The resultant digital capabilities have eradicated unnecessary manual processing, delivered substantial operational savings, and extended the insurers ability to enter lower margin markets.
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Deliver key learning outcomes online

Lockton & Law Society of Scotland
Lockton and the Law Society of Scotland wanted to develop eLearning content that would be relevant and useful to firms of all sizes.

We worked with subject matter experts to prototype, design, and develop a series of online CPD courses. These had to be easy-to-use, and provide users with the correct information, at the right time. Extensive testing across a broad range of Law firms prior to launch has ensured that these critical CPD training resources are actively used and deliver key learning outcomes.
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Reduce the cost of customer service

A utilities company wanted to investigate how it could reduce costs by enabling customers to self-serve.

Border Crossing UX was tasked with designing a customer portal that provided customers with what they needed to complete key tasks, e.g. change of address, add a meter reading, check service status, report an emergency, etc. We kicked this process off by analysing inbound communications and customer complaints across channels. This informed the definition of top tasks and helped us identify what could, and could not, be addressed by providing clearer information or more advanced digital capabilities. The portal now supports a broad range of tasks and specific journeys have been designed to ensure customers are guided through complex processes that were previously only done over the phone.
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Position a complex suite of products

An undisclosed global technology company needed to package and promote a complex suite of solutions that would transform how companies manage their operational infrastructure.

Border Crossing UX was commissioned to facilitate a collaborative design process that explored how to position, package, and promote these solutions. An extensive research process culminated in a series of workshops to define the vision, unique value proposition, and key messages for each of the product’s within the suite. The strategic outputs from this process were then rapidly developed into sales and marketing collateral that were continuously refined as product-market fit was established.
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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.
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Improve key content and touchpoints

MDDUS wanted to adopt a user-centred approach to continuously improving their key customer-facing content and touch points.

Border Crossing UX was engaged to provide strategic user experience support. This encompassed assisting in-house departments develop strategic documentation such as user experience principles, customer lifecycles, and journey maps. These assets informed the exploration of new value propositions, added value services, and self-service capabilities. Ongoing support was then provided to ensure all changes identified were implemented and tested effectively.
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Deliver a consistent global experience

Webhelp needed to identify how they were performing across territories and what they could do to improve the experiences they delivered online.

A series of UX audits identified and prioritised 165 recommendations that would improve their online customer experience, across markets. These insights helped them understand how to optimise the experiences they delivered customers in each of the different territories they operated in. Which in turn directly informed their approach to localisation and their global technical development roadmap.
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Maximise the RoI of digital campaigns

A undisclosed household brand wanted to ensure their digital marketing campaigns were having the desired impact.

Border Crossing UX was engaged to ensure campaign end-points were optimised to maximise conversions. We started by auditing key digital touch points to identify issues or blockers that were impeding conversions. Following this we collaborated with in-house teams and external suppliers to test proposed solutions and implement an ongoing conversion rate optimisation process.
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Increase client engagement and retention

Lockton Insurance
Lockton Insurance needed to maintain its position as the World’s largest privately-owned insurance broker. To do this it needed to transform its ability to engage, service and retain clients online.

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.
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Transform a critical B2B purchasing process

One of the UK’s largest businesses needed to transform their B2B sales processes.

Border Crossing UX was engaged to support their in-house development team overhaul their highest value purchasing process. Our team of user experience specialists was embedded on-site and contributed to an agile development process that resulted in a revised ordering system that has increased the volume and value of online orders.
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Align IP solutions to target market needs

An undisclosed global technology company wanted to improve how they positioned and marketed their cross-sector intellectual property (IP) solutions.

Border Crossing UX was engaged to develop a collaborative design process that enabled product management teams to define key differentiators, get-to-market strategies, and develop target-market focussed campaigns and assets. This process has been adopted across business units and geographical territories and now ensures in-house teams are able to create better market-facing value propositions and collateral, faster.
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Make Scotland the best place to grow up

The Scottish Government
The Play Strategy Implementation Group wanted to assess what resources were available to help parents and carers play with children. They wanted to know what was available, who it was suitable for, and how accessible the resources were.

We undertook research to discover and quantify what information was available. We then assessed and segmented these by type, target audience, location, and a variety of other factors. This identified clear gaps and examples of best practice. Our actionable recommendations helped the Play Strategy Implementation Group share best practice and create new resources for under-served segments.
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Maximise sales and donations

National Galleries of Scotland
The National Galleries of Scotland wanted to maximise the value of the sales and donations they generated online.

Border Crossing UX was engaged to audit key user journeys, and back-office processes that underpinned them, to identify issues or blockers that could be having a negative impact on digital sales and donations. Once solutions were identified, Border Crossing UX collaborated with internal stakeholders and external suppliers to ensure key content, design, and technical changes were implemented effectively.
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Increase acquisition and retention

MDDUS wanted to radically improve the experience they delivered to prospects and members.

Border Crossing UX was engaged to audit the current state and collaborate with internal stakeholders to define what capabilities would be required to increase customer acquisition, satisfaction, and retention in the future. Given the scale and scope of the proposed changes a prioritised backlog was developed. Ongoing support was also provided to ensure all changes were implemented appropriately.
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Think differently and generate new ideas

A global technology organisation wanted to identify how they could increase client satisfaction and retention.

Border Crossing UX was engaged to design a series of design thinking exercises that would be run as part of an annual internal conference. The purpose of these exercises was to stimulate over 200 participants to think differently and generate as many new ideas as possible. The event resulted in numerous quick wins that were implemented immediately. Given the process was so successful it has now been embraced by other business units at their internal annual conferences.
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