Superior user and customer experiences help to sell more, improve efficiency by closely integrating marketing activities, reduce costs, enhance marketplace position, increase customer satisfaction, ward off competitive threat and build brand. We help our clients connect strategic, integrated consistent experience design to competitive advantage.
Business and user insight drive design performance, so Fathom focuses on representing the voice of the user within the design process. Through primary, secondary and desk research techniques, we explore qualitative and quantitative insights, measuring both behaviour and attitude, to fully understand customers.
Our experience design services, covering both UX and service design, focus on the research–led development of customer journey plans, empathy maps and personas, as well as artefacts such as service blueprints, sketches, prototypes, wireframes and creative design. We are committed to universal and accessible design.
For CX to matter in the Boardroom, leaders need to intimately understand how they are treating their customers, and the competitive advantage which comes from exceptional experiences. We regularly invest time with senior teams, helping to set vision, benchmark against competitors, pinpoint exemplars and identify KPIs.