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Unlock ideas, inspire
and create change

Design Thinking is a human-centred, iterative problem-solving process of discovery, ideation, and experimentation.

By applying Design Thinking, we can employ various techniques to gain insight and uncover innovative solutions for virtually any type of business challenge.

Design Thinking
Principles

Empathise

We start by understanding the audience and the end-to-end customer journey. We map each touchpoint and look to understand how the organisation influences the outcomes. We review organisational design, current processes, and customer interactions.

We research customer interviews, observation, third-party information, and team member interviews to gain a unique perspective and provides information to create a better experience.

Define

We will leverage the information gathered in the initial phase and construct a view that addresses the needs of the customer. We then search for opportunities to exceed customer expectations, create a unique experience, and differentiate your brand. We define opportunities, identify strategic initiatives, and prioritise ideas based on the effect it will have on the customer experience.

Ideate

The best ideas come from cooperation and collaboration. We will bring together a cross-functional team and create as many answers as possible. We help you identify and refine the designs based on feasibility, desirability, and viability.

Prototype

Collectively, we need to identify whether the solution made a significant impact or will it result in a change or improvement. We help you to refine ideas and leverage the alternative solutions that defined in the ideate process.

Test

We work closely with you to manage the suggested enhancement through to implementation. Our process evaluates acceptance, results, and sustainability. To ensure success, we also address items like cultural change and training.

Embark on a
Customer-led Journey

Our approach is to design targeted and relevant communication to build better customer experience and employee experience through a structured change management process.

Our skills lie in the ability to think differently, not constrained by existing processes and thinking. We enjoy the process of taking people on a journey to uncover unexplored elements of their business.

Whether it’s planning, managing short-term projects, or facilitating workshops, we can help you achieve your goals, and carefully created to promote your point of difference, every time.

Optimise your customer journey

Map the Customer
Journey

Customer journey maps enable better experiences

A customer journey map is a tool used to visualise the experience of interacting with your brand from the customer’s point of view. By better understanding your customers, you can better deliver on their expectations.

Why map your customer’s journey?

Understanding and empathising with customers lays the groundwork for meaningful interactions and successful business outcomes. It also provides a robust framework for CX initiatives.

The Customer Experience journey needs to address the emotional journey in addition to the step-by-step interaction map. The journey begins long before the customer interacts with your business. Furthermore, the rational part of the experience mapping includes only accounts for half of the overall experience. It misses the emotional, subconscious, and psychological influences that create so much of the outcome of your Customer Experience.

Get in Touch

eQ communications

PO Box 3801

Mosman NSW 2088

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