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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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.
Request case studyabout Turn a complex process into a business
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.
Rapidly validate a new business idea
FutureScot
An established print publisher, Canongate Communications, wanted to test a new concept for an online magazine.
We facilitated a concept development process to rapidly develop a minimal viable product to test. Having established who their primary target audience were, we then developed a simple magazine website and newsletter to test their audience’s appetite for this new publication. Working with an experienced team meant we were able to quickly design internal systems, processes, and tools for them to efficiently publish content. Post-launch, we worked with the in-house team to monetise and continuosly improve the publication.
Request case studyabout Rapidly validate a new business idea
We facilitated a concept development process to rapidly develop a minimal viable product to test. Having established who their primary target audience were, we then developed a simple magazine website and newsletter to test their audience’s appetite for this new publication. Working with an experienced team meant we were able to quickly design internal systems, processes, and tools for them to efficiently publish content. Post-launch, we worked with the in-house team to monetise and continuosly improve the publication.
Reduce the strain on Accident & Emergency
NHS Scotland
NHS Scotland and The Scottish Government wanted to help people to a speedier recovery and reduce the strain on Accident and Emergency departments.
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.
Request case studyabout 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.
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.
Request case studyabout 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.
Improve how people plan their visit
National Galleries of Scotland
The National Galleries of Scotland were digitally transforming their organisation and needed to increase their in-house user experience capabilities.
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.
Request case studyabout 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.
Explore and share the benefits of hybrid care
Undisclosed
An undisclosed systems integrator wanted to explore the future of hybrid health and care in the UK.
Border Crossing UX were engaged to capture the thoughts and opinions of a broad range of health and care leaders. Interviews were augmented by in-depth secondary research. Key insights were then translated into a series of articles, podcasts, videos, and whitepapers for a campaign that targeted senior decision makers within health and care organisations across the UK.
Request case studyabout Explore and share the benefits of hybrid care
Border Crossing UX were engaged to capture the thoughts and opinions of a broad range of health and care leaders. Interviews were augmented by in-depth secondary research. Key insights were then translated into a series of articles, podcasts, videos, and whitepapers for a campaign that targeted senior decision makers within health and care organisations across the UK.
Increase engagement across segments
National Galleries of Scotland
National Galleries of Scotland wanted to identify how well their content was performing across channels.
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.
Request case studyabout 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.
Map how brands are applied across channels
Undisclosed
An undisclosed sport’s organisation wanted to map and rationalise a digital estate that encompassed multiple brands and legal entities.
Border Crossing UX were engaged to identify what touch points existed, why they had been developed, how they were performing, and who was responsible for maintaining them. This enabled the organisation to make sense of their vast estate and decide which touch points needed to be archived and which needed to be re-platformed and re-branded.
Request case studyabout Map how brands are applied across channels
Border Crossing UX were engaged to identify what touch points existed, why they had been developed, how they were performing, and who was responsible for maintaining them. This enabled the organisation to make sense of their vast estate and decide which touch points needed to be archived and which needed to be re-platformed and re-branded.
Showcase citizen and employee outcomes
Undisclosed
A County Council wanted to showcase the impact an ongoing digital transformation programme was having on employees and citizens.
Border Crossing UX were commissioned to explore how new technologies were being applied across the council’s operations and citizen-facing services. The key use cases and scenarios identified were then translated into a series of interactive case studies that showcased how employee and citizen experiences were being transformed.
Request case studyabout Showcase citizen and employee outcomes
Border Crossing UX were commissioned to explore how new technologies were being applied across the council’s operations and citizen-facing services. The key use cases and scenarios identified were then translated into a series of interactive case studies that showcased how employee and citizen experiences were being transformed.
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.
Request case studyabout Transform the perception of cricket
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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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.”