We take a flexible, iterative, and collaborative approach to every project we develop. Rooted in research and communication, our five-phase process ensures we meet project needs and deliver products that reach and resonate with their target audiences.

Click the diagram or use the arrows to explore each phase in more detail.

We develop a shared understanding of the project between our client and internal teams 

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This phase involves:

• Understanding our client’s strategic objectives and constraints to refine project goals and expected outcomes
• Creating a project plan and roadmap serving as tools to ensure ongoing alignment on key deliverables, timelines, roles and responsibilities of our client and internal teams
• Engaging our key digital product, media, marketing, and design experts to shed light on creative, technical and dissemination considerations early in the process
• Formulating initial user-focused research questions to be addressed in the next phases

We identify the best methods and questions to uncover our users’ needs, motivations, constraints and behaviours

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In this phase, we:

• Design research methods fit for purpose given the project objectives
• Develop research instruments – from online surveys to interview and focus group guides to interactive workshops 
• Collect and analyze qualitative and quantitative data to generate insights from target audiences and users to uncover their needs, pain points, and opportunities
• Turn research insights into user personas, users journeys and briefs for our client and internal teams 

We leverage our research insights and turn them into creative and technical concepts ready for user testing

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In this phase, we:

• Refine and prioritize key problems trough cocreation and ideation of creative and technical solutions
• Develop prototypes of concepts and strategies
• Implement user testing activities, like usability testing or A/B testing to test key concepts, such as key messages, storylines, visual ideas, and features for digital tools 
• Iterate our prototypes with key findings and turn them into product ‘ideas’ ready to be built 

We use user insights to refine our creative concepts and designs and develop innovative, fit-for-purpose media, learning and technology solutions

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In this phase, we:

• Analyze and prioritize user feedback for implementation
• Iterate on designs in close collaboration with tech teams
• Plan and execute technology development in close collaboration with design teams
• Test fully developed products and launch