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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Commercialise heritage and expertise

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.
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Transform perception across channels

A traditional financial services company wanted to transform the perception of its brand.

Following the development of a revised brand strategy, Border Crossing UX was engaged to address issues with the proposed brand identity and define how this should be applied across channels and touch points. This resulted in the development of a cross-channel design system and a library of template assets that ensured the revised identity was applied consistently, and efficiently, across all required applications.
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Make a key investment decision

An undisclosed insurer wanted to identify the potential return on investment of developing a new distribution and customer service channel.

Border Crossing UX was engaged to develop an objective business case that would empower senior decision-makers to make an informed decision. A series of stakeholder interviews was supplemented by research into direct and indirect competitors. This enabled us to validate in-house assumptions, identify key priorities, and define a robust business case that facilitated a rapid decision making process on a key investment.
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Optimise the presentation of complex information

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.
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Prototype and test a range of concepts

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.
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Respond to disruptive market entrants

An undisclosed financial services company wanted to identify how best to address the threat of new market entrants.

Border Crossing UX was engaged to conduct an in-depth analysis of key competitors. This was focussed on trying to understand how technology and resourcing decisions were likely to impact operational capabilities and organisational agility. Key findings were then translated into Board recommendations that informed revisions to strategic plans and operational investments.
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Optimise a new interaction pattern

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.
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Establish a competitive advantage

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.
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Radically improve reach and conversions 

An undisclosed financial services company wanted to increase customer acquisition, satisfaction, and retention.

Following an audit of the “current state” we collaborated with Marketing, Sales, Customer Service, and Underwriting departments to optimise key user journeys and transactional processes. Once the future state was defined, we supported in-house departments and external suppliers to implement and enhance the proposed changes as part of a 2-year transformation programme.
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Inspire the Districts of Creativity

The Scottish Government
The Scottish Government, wanted to improve communication between Districts of Creativity members and showcase Scottish Creative Industries to delegates from around the world.

We collaborated with the Scottish Government to design, facilitate, and coordinate a series of workshops. With over 50 delegates from around the World, we used serious play, mindfulness, and gamification techniques to help build lasting relationships within the group, and improve communication going forwards.
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Turn a complex process into a business

Cuba Casa
Prior to CubaCasa it was impossible to book a traditional Cuban casa online, outside of Cuba.

We helped CubaCasa design, deliver, and optimise an innovative digital solution that complied with stringent domestic regulations yet enabled instant online bookings from across the Globe. The business has gone from strength to strength and now showcases the largest catalogue of casas available online.
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Optimise a business-critical purchasing process

Edinburgh Bus Tours
Edinburgh Bus Tours wanted to ensure the online experience of researching and purchasing a ticket reflected the 5-star tourist experience they deliver.

We were engaged to explore if, and how, digital touch-points could be optimised to improve this journey. As this involved a diverse range of user types, extensive primary research was required. Key insights from on-street interviews informed a collaborative design process with a range of stakeholders. This resulted in the definition of short-term optimisation tactics and a roadmap that clearly detailed how key online processes could be transformed over the long-term.
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Optimise services for micro-businesses

Business Gateway
The Business Gateway needed to ensure it met the needs of micro-businesses in Edinburgh. We were engaged to evaluate the relevance, usefulness and reach of their services from a micro-business’ perspective. This involved analysing services, marketing materials and key points of interaction.

We translated key insights into representative personas that clearly detailed how a diverse range of micro-businesses were likely to think, feel and do during the client lifecycle. We then collaborated with staff to roadmap improvements that would ensure Business Gateway services were as relevant and useful as possible to micro-businesses.
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Thrive at work in 2030

NWG Innovation Festival
CGI wanted to explore how people could thrive at work in 2030 at the inaugural NWG Innovation Festival. They commissioned us to design and deliver a 5-day sprint, alongside their team of subject matter experts.

Following a set of workshops with the CGI team, we designed an event-specific process and developed artefacts to provide context for the challenge. We then facilitated a design thinking sprint with over 50 participants each day. By investigating aspects of living and working in 2030, we developed 4 prototypes that would help enhance people’s lives in 2030.
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Transform the perception of cricket

Cricket Scotland
Cricket Scotland needed to transform its brand, communication, and digital capabilities.

Our user research and collaborative design process enabled Cricket Scotland to rapidly transform their brand strategy, identity, and digital touch points. This has resulted in increased reach and engagement across key stakeholder groups.
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