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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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
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.
Digitise a complex cross-channel process
Undisclosed
An undisclosed broadcaster needed to digitise a complex offline process that involved a broad range of contributors and decision-makers.
Border Crossing UX were engaged to accelerate an in-house team’s product development timeline. By rapidly translating requirements into progressively higher-fidelity prototypes we enabled the project team to capture feedback early, develop a minimum valuable product that met stakeholder needs and reduce their development timeline by 12-weeks.
Request case studyabout Digitise a complex cross-channel process
Border Crossing UX were engaged to accelerate an in-house team’s product development timeline. By rapidly translating requirements into progressively higher-fidelity prototypes we enabled the project team to capture feedback early, develop a minimum valuable product that met stakeholder needs and reduce their development timeline by 12-weeks.
Increase acquisition and retention
MDDUS
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.
Request case studyabout Increase acquisition and retention
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.
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.
Request case studyabout Maximise sales and donations
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.
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.
Request case studyabout Deliver key learning outcomes online
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.
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.
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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.”