Business & Service Design
Designing your technology experiences has become table stakes in today’s competitive landscape; it’s known broadly in the industry as “user experience”. Not all business problems are solved by just designing and building the best technology experience, however. Ask yourself: What happens before you go to the store, branch or download a mobile application? What happens afterward? What happens in between? How can your business and internal systems support that?
Only a well-designed and orchestrated ecosystem can deliver true service excellence to the customer – ultimately we call this Business Design. This includes the design of the tools, processes and technology solutions that your distribution partners and employees have to interact with when trying to deliver an exceptional experience to the marketplace.
If you don’t thoughtfully design these interactions, they can be unpredictable in quality and difficult to change once in “production”. We can help you understand and design key interactions through the eyes of customers, distribution partners and employees to deliver consistently great experiences.
Journey & Value Stream Assessments
Understanding the journey your customers, distribution partners and employees go through to interact with your business is enlightening. Mapping that journey and assessing the value streams and friction within it can be game-changing. We’ve pioneered an approach that helps you create zones of interest by scoring the areas of friction within the journey that have the potential to bring you the highest return.
Concepting & Proof of Experiences
In many cases, rapidly producing a concept or prototype is just the right answer to understand the viability of an idea. We help you find the right words and pictures to “craft the pitch”, concept and experience. Our design thinking, prototyping and Human-Centered methodologies help you battle test and prove out an experience, whether that’s a service interaction or a user interface.
Strategy Alignment & Innovation Workshops
Getting your employees, stakeholders and other executives aligned on a new idea is not always easy. The best ideas need velocity — speed plus direction — to make it to the marketplace. We can help you elevate the best ideas through workshops focused on rapid sketching, visualization, collaboration, brainstorming and battle-testing techniques.
Digital User Experience Design
Technology solutions are not going away. Neither is the importance of delivering an exceptional user experience. Our team has deep expertise in the design of interfaces that are useful, usable and beautiful. Regardless of device or platform, you can partner with us to help you design compelling experiences that deliver on your business priorities and exceed your audiences’ expectations.
Browse our collection of videos featuring case studies, points of view, participation in industry events and introductions to the methods and tools we use to define and deliver great experiences.
It’s part management consulting, part Human-Centered Design that enables us to understand where your business is challenged to close the gap between rapidly-changing advancements in the competitive landscape, technology and the interactions you have with your customers, distribution channel partners and employees.
Our team of cross-industry management consultants and design leaders bring best practices from varied business sectors and use techniques from design thinking, human-centered design, lean, change management, measurement and service design to define and solve problems in a creative and innovative way.
When you partner with us, you’ll see that we like to solve complex problems with you, not for you. We call it “fishing with” and because we believe in the model of abundance, we work with you in a collaborative and structured way to ensure that the techniques, knowledge and IP created stay in the organization with your teams.
XL was purpose built to create exceptional experiences and help solve your digital business problems. Our sole mission is to help our clients by envisioning, designing and delivering exceptional digital experience solutions that are user-centered, measurable and implementable. Our people are extremely talented in what they do, but also pride themselves in being adaptive, innovative and easy to work with… In today’s connected world, that changes daily with technology advancement and end-user expectation, these characteristics are imperative to persevering.
XL Culture & Values
We operate according to the following 5 principles:
Integrity and Transparency: Manage the business and all client relationships with integrity and transparency.
Customer and Employee Centric: Take care of our Customers and Employees using a balanced work/life approach.
Value-Based Delivery: Create sustainable value for our clients by balancing feasibility vs. value in every solution we bring to market.
Contribution Based Advancement: Reward and advance employees based on their specific contributions to client’s and fellow employees’ success.
Enjoyable Place to Work: Enable an enjoyable place to work that fosters positive outcomes for our clients and long term satisfaction for our employees.
The XL Approach
The way we see it, we’re accountable to you, not in control. This basic understanding combined with our industry leading, trademarked processes known as Visual Collaboration™ and Measurement-Driven Design™ set the stage for collaboration, innovation and meaningful outcomes. We combine our expertise in experience strategy and design with your business domain knowledge to achieve an experience transformation. We invite you to meet with us. We think you’ll find we speak your language. That’s because we’re listening.
Director, Creative & Visual Design
Principal Experience Designer
Insights & Measurement Leader
Executive Director, Co-Founder
Employee Facing Experiences Leader
Principal Experience Architect
Customer & Partner Facing Experiences Leader
Principal Experience Architect
Director of Experience Architecture
Principal Experience Architect