CUSTOMER EXPERIENCE & DESIGN
Putting People at the Heart to Reimagine How You Deliver Value to Your Customers
We believe that people don’t buy products, they buy a solution to a problem.
With the speed of technology and innovation in our digital world, customers today are demanding speed, convenience and service more than ever. Businesses can no longer look at the past as a proxy for the future. Creativity drives innovation, and innovation leads to differentiation.
At Optimity, we put people at the heart of how we help our clients grow, by delivering unmatched customer experiences that build trust and create long-term brand loyalty. Our holistic, human-centered approach combines strong industry expertise, best-in-class design and the latest technologies to design and deliver meaningful solutions that make people’s lives better and help businesses innovate at the pace of change.
APPROACH
How We Do It
Powerful On Our Own, Stronger Together
We bring together expert teams across design, business intelligence, data and technology to deliver holistic, human-centered digital solutions that are desirable, feasible and viable.
Data-Driven Insights
Pairing quantitative data with qualitative research, we make data-driven decisions based on deep understanding of the user and areas of greatest ROI.
Go Beyond Customer-Aware to Customer-Led
Our design thinking techniques uncover what’s most important to customers and the hidden trends and patterns that drive user behaviors. When you make the right discoveries, the right decisions will follow.
Build Fast, Fail Fast, Learn Fast
Combining design thinking with Lean and Agile methodologies, we rapidly prototype potential solutions to experiment with ideas, quickly test, and iterate and refine solutions.
DESIGN TOOLKIT
One Size Does Not Fit All
Every client is different, and every challenge is unique. Grounded in a human-centered framework, our Design Toolkit is a collection of proven methodologies that we tailor and scale to deliver success for every client and project.
Collective Intelligence to harness the power of a diverse group to co-create solutions in a facilitated process
Persona and Journey Mapping to uncover wants, needs, pain points and opportunities through the eyes of the user
Rapid Prototyping to facilitate discussion, ensure shared understanding and enable faster ideation
Quantitative and Qualitative Research to understand the user base and the competitive landscape
Usability Testing to test and validate design solutions with external or internal stakeholders
Metrics and KPI Measurement to gain insight and continuously improve the customer experience
Together, we help your organization create delightful customer experiences that transform not just a website, but your entire business.
SERVICES
Our Expertise
Design-Led Strategy
By applying design principles to business strategy, we help our clients reimagine the way they develop their products, services and processes, to drive innovation and give their business a competitive edge.
Experience Design
We envision, define and design experiences that are relevant, consistent, delightful and accessible. Better customer experiences strengthen brand loyalty, maximize adoption and deliver measurable value.
Design Sprints
Our structured, facilitated workshop will help you and your team rapidly understand, ideate, decide, prototype and test out business ideas and potential solutions. This technique accelerates the pace and reduces the risk of bringing a new product or service to the market.
Service Design
Our multidisciplinary teams define the touchpoints between people, process, technology and organization. We effectively build and scale digital solutions that deliver a seamless experience and meet your strategic goals.
User Research & Testing
Research is at the heart of understanding what motivates your customers. Qualitative and quantitative research guides our strategic approach, while usability testing of potential solutions identifies opportunities for continuous improvement.
SEE US IN ACTION
Featured Work
CASE STUDY
Healthcare Digital Design Center
We launched a best-in-class digital experience program to make it easier for a health plan’s 5 million members to manage their healthcare needs.
