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.
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Improve key content and touchpoints
MDDUS
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.
Request case studyabout Improve key content and touchpoints
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.
Optimise the RoI of retention tactics
Undisclosed
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
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.
Commercialise heritage and expertise
Undisclosed
An undisclosed world-leading academic institution wanted to exploit international demand for bespoke consultancy services.
Border Crossing UX was engaged to identify how best to develop a consultancy business around its reputation and expertise. We collaborated with in-house stakeholders to define a services blueprint and a set of value propositions for a range of services that were focussed on the needs of specific international markets. These were then translated into localised sales and marketing assets.
Request case studyabout Commercialise heritage and expertise
Border Crossing UX was engaged to identify how best to develop a consultancy business around its reputation and expertise. We collaborated with in-house stakeholders to define a services blueprint and a set of value propositions for a range of services that were focussed on the needs of specific international markets. These were then translated into localised sales and marketing assets.
Streamline a complex underwriting process
Undisclosed
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
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.
Reimagine a complex asset finance process
Undisclosed
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
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.
Maximise the RoI of digital campaigns
Undisclosed
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.
Request case studyabout Maximise the RoI of digital campaigns
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.
Prototype and test a range of concepts
Undisclosed
An undisclosed global branding agency wanted to collaborate with a team of user experience specialists on a new client project.
Border Crossing UX was engaged to provide the specialist user research, information architecture, and interaction design resources needed to rapidly prototype and test a series of new concepts. This enabled the product development team to focus on the concepts that had the most traction and launch earlier than anticipated.
Request case studyabout Prototype and test a range of concepts
Border Crossing UX was engaged to provide the specialist user research, information architecture, and interaction design resources needed to rapidly prototype and test a series of new concepts. This enabled the product development team to focus on the concepts that had the most traction and launch earlier than anticipated.
Optimise a new interaction pattern
Undisclosed
An aviation specialist needed to design interaction patterns for an innovative new hardware product.
Border Crossing UX was engaged to collaborate with an in-house product team whilst they experimented with designing a new set of interaction patterns to complement their physical product. Due to the novelty of the interface and the complexity of the data that would be displayed on it, extensive prototyping and testing was conducted prior to launch. This ensured the innovative nature of the product did not result in a confusing first-use experience.
Request case studyabout Optimise a new interaction pattern
Border Crossing UX was engaged to collaborate with an in-house product team whilst they experimented with designing a new set of interaction patterns to complement their physical product. Due to the novelty of the interface and the complexity of the data that would be displayed on it, extensive prototyping and testing was conducted prior to launch. This ensured the innovative nature of the product did not result in a confusing first-use experience.
Reduce the cost of customer service
Undisclosed
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.
Request case studyabout Reduce the cost of customer service
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.
Transform product design capabilities
Undisclosed
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
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.
Optimise the presentation of complex information
CGI
CGI regularly engages Border Crossing UX to assist in-house subject-matter-experts translate complex technical information and diagrams into client-facing deliverables.
We apply our information and graphic design expertise to ensure any complex technical information produced is on-brand, engaging, and clearly communicates the added value CGI provides their clients.
Request case studyabout Optimise the presentation of complex information
We apply our information and graphic design expertise to ensure any complex technical information produced is on-brand, engaging, and clearly communicates the added value CGI provides their clients.
Align IP solutions to target market needs
Undisclosed
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.
Request case studyabout Align IP solutions to target market needs
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.
Position a complex suite of products
Undisclosed
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.
Request case studyabout Position a complex suite of products
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.
Think differently and generate new ideas
Undisclosed
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.
Request case studyabout Think differently and generate new ideas
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.
Establish a competitive advantage
Undisclosed
An undisclosed financial services company wanted to reposition a struggling spin-out that had been set-up to target a previously unexploited market.
Border Crossing UX was engaged to benchmark competitors and identify how best to reposition this spin-out. An extensive research process informed the development of a new approach to target market segmentation and the development of a long-term user experience roadmap that was focussed on establishing a competitive advantage by empowering key target market segments to self-serve. Transformed sales and customer service capabilities have been launched alongside a revised set of product-specific value propositions. These clearly articulate key points of difference and a simplified sales experience now evidences a key competitive advantage.
Request case studyabout Establish a competitive advantage
Border Crossing UX was engaged to benchmark competitors and identify how best to reposition this spin-out. An extensive research process informed the development of a new approach to target market segmentation and the development of a long-term user experience roadmap that was focussed on establishing a competitive advantage by empowering key target market segments to self-serve. Transformed sales and customer service capabilities have been launched alongside a revised set of product-specific value propositions. These clearly articulate key points of difference and a simplified sales experience now evidences a key competitive advantage.
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“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.”
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“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.”