Services Offered
Each engagement starts with a deep understanding of the core problems and opportunities being faced. This is followed by a customised approach to deliver bespoke services and practical design methods that will move the needle where it matters for your business, customers and team.
Light Up Consulting has deep industry experience creating winning Omni-retail, eCommerce and customer experiences for large national and international brands. We provide expertise across a range of human centred design services, including:
Digital Strategy
Whether you’re at start-up phase or already taking on the world, having a strong digital strategy and a prioritised roadmap in place is key to informing important decisions across people, processes and technologies.
Digital Strategies can be transformational across the entire cross-functional organisation or can be narrowed in on particular products, services or experiences.
Regardless of the industry or focus area, we can help you to develop a clear vision with an actionable plan aligned to measurable goals which will make all the difference on your organisation’s journey to grow in a digital world.
Customer Experience
With all of the amazing experiences out there for customers these days it’s no wonder that customer expectations are high. It’s never been more true that “the last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere” (Bridget van Kralingen, Senior Vice President, IBM Industry Platforms).
Customer Experience (CX) begins with understanding and empathising with your customers. Qualitative and quantitative research and analysis can help to build a picture of what’s going on, but often the biggest insights can be gained by simply walking in their boots.
We can help you gain a thorough understanding of your customers journey along with what they are needing and wanting each step of the way. We can develop an action plan to close the gaps and deliver experiences that meet and exceed your customers’ expectations in the moments that matter.
Service Design
For those new to the terminology, “Service design is the craft of tying together human, digital, and physical interactions over time to create a truly differentiated experience for your customers” (IDEO U).
Service Design spans across interactions far deeper than any one channel or medium, and can paint a broader picture of the end-to-end experiences including what’s visible (front of house experiences) and invisible (back of house experiences) for key personas. The design process can be leveraged to enhance both customer and/or employee experiences.
We often leverage this design process in collaboration with internal teams to co-design and prototype future experiences, all whilst up-skilling the team members through demonstration of valuable tools and frameworks they can use to solve future problems.
UX Research
UX (User Experience) Research is “the practice of studying user interactions to help with the design of people-first products and experiences” (UserTesting). The insights discovered help to inform successful designs. Whilst there is certainly some cross-over with CX, traditional UX tends to be more focused on digital interactions.
Drawing on 14+ years of industry expertise, we can perform high level UX Reviews or “Mystery Shops” for websites and eCommerce sites, mapping out how users might be currently experiencing the sites whilst identifying key problems to solve and opportunities to tackle.
Going deeper, we can include qualitative and quantitative research methods to get a full picture of what is going on during the user experience. User interviews, surveys and behavioural data can be collected and analysed to understand what is ultimately guiding user behaviour and to better inform design decisions.
Workshop Facilitation
Workshops and collaboration can unearth the best insights and the brightest solutions which is why it is at the core of how we work at Light Up Consulting. Having the right cross-functional group of minds focused on understanding problems and co-designing solutions will not only increase levels of success but it will reduce the risks, allowing you to move forward more quickly. Importantly, this ensures that the team involved in leading the change are committed to the outcomes by sheer nature of having helped to design the change.
Each workshop is custom-designed and highly engaging, whether facilitated in-person or virtually, and focused on maximising value from differing perspectives and harnessing collective intelligence. Fostering both divergent and convergent thinking methods we can explore many possibilities quickly to land on the most desirable solutions, all whilst creating a shared and aligned vision within the team.
Innovation Uplift
“We cannot solve our problems with the same thinking we used when we created them” (Albert Einstein).
We believe innovation is an outcome of thoughtful design and achieved by challenging the status quo. We uplift innovation capabilities by blending human-centred design practices with agile and lean methodologies.
We make innovation more attainable by helping you deeply understand problems, rapidly explore possibilities, narrow solutions, prototype and test ideas to gain feedback, all tightly time boxed and iterative of course. Essentially this is a combined impact of the various services we offer, and the mindset is core within all services.
It is our intention to challenge and shift traditional ways of thinking, and we do this through the way we collaborate with teams to deliver our services. In addition to providing innovation services, at every opportunity we will endeavour to uplift your teams’ capability to innovate by equipping them with the right mindset, knowledge and tool kits to solve problems in the future.
We want to see your organisation thrive by ongoing iteration and improvement and we know the best way to ensure success is to empower teams to carry the torch.