CUSTOMER EXPERIENCE

Reimagining the intersection of people, technology and business.

Customer Experience Strategy center-box-new

Customer experiences are no longer enough. We specialize in defining optimal, end-to-end customer journeys.

With a relentless focus on people, we design unique customer experiences, products and services that redefine businesses and build meaningful, long-lasting relationships with their customers.

First focusing on the journey, we help our clients crystallize Who and What, deepening their understanding of the consumer they serve, and defining their biggest challenges for delivering on their needs. We then focus on How and When, creating customer experiences that solve for those issues, activated through the experience delivery.

Defining the future of business.

Convergent Design corner-left-box

An integrated, adaptable approach to complex business challenges. Because today’s are rarely solved through a single channel, touchpoint or discipline.

We assemble teams of multidisciplinary designers, researchers and strategists who not only possess deep expertise in physical, digital and service design, but are also fluent in designing across design disciplines. These teams work holistically to define problems, identify opportunities, ideate, design and test solutions that create customer experiences while driving business value.
Why Us?

Purpose-built to design the future.

As a global brand, innovation and CX consultancy, our approach is decidedly distinct. Applying deep understanding of human behavior and anticipation of future shifts, we create experiences that drive brand allegiance right now—and over time.

Human-Centered

We begin with insights, gaining deep understanding of the core needs and desires of the people for whom we’re designing. We engage those same people throughout our process to yield validated results that delight consumers, foster loyalty and generate business value.

Design-Driven

Leveraging a broad and deep toolbox of design processes and methods, our approach solves root problems—not just their symptoms—creating breakthrough customer experiences that move beyond functionality to deeper meaning and desire.

Co-Creative

We maximize collaboration within our teams, with our clients and with the people for whom we’re designing. Assembling diverse, cross-disciplinary teams with deep expertise allows us to draw on unique perspectives and generate the most innovative outcomes.

Future-Forward

To ensure cultural relevance and endurance, our Trends & Foresight practice analyzes emergent sociocultural and technological shifts, accounting for potential changes in near- and long-term expectations.

Customer Experience
Services

  • Research & InsightsEmploying a variety of qualitative and quantitative techniques to identify expressed and latent customer wants, needs, desires and frustrations that drive breakthrough products, services and customer experiences.
  • CX StrategyDefining actionable plans to deliver a meaningful customer experience across all touchpoints to create customer loyalty and satisfaction.
  • Service DeliveryDesigning the organizational structure, processes and tools required to deliver customer experience strategies efficiently and effectively.
  • UX ArchitectureConstructing user-centered digital customer experiences and interactions that are useful, usable, delightful and desirable.
  • Service DesignDesigning user-centered services that reflect a deep understanding of your customer and their wants, needs, desires and motivations.
  • Product DesignDrawing on human empathy, business needs and brand distinction to design digital and physical products that are both emotionally fulfilling and functionally intuitive.
  • MVPs & PilotsBuilding physical, digital and service prototypes at appropriate levels of fidelity to test concepts and solutions with real users.
  • Usability & TestingIteratively testing concepts, products and services with your customers to deliver highly usable solutions that meet and exceed their expectations.

Our Thinking on Customer Experience

Next-Gen CPG Playbook
POV

Next-Gen CPG Playbook

Waters are choppy for many CPG brands. LPK’s playbook for Next Gen CPG brands provides guidance and focus to navigate this new world.