Taking Experience Design Further

It shouldn't just be your digital touchpoints that provide great experiences for your users. Through our research and strategy, we can help your organization to understand and improve how each touchpoint and the spaces between make up your customer and employee experiences. Get in touch with us for a chat about your next service design, experience design, or integrated marketing project.



Market, product, and service reserach looks at what similar products exist in the market, how they're being marketed, and whether opportunities exist for either a new service or a new approach to marketing an existing product. Qualia's approach includes a balance of primary research and secondary research.


Consumer research consists of gathering data about behaviors, motivations, and beliefs of consumers in a particular market. Methods include surveys, interviews, and ethnography.


Service Strategy

Service strategy is the aspect of organizational strategy that applies to designing or redesigning a service or product and its attributes to capture more market share, improve customer satisfaction, or increase brand affinity.

Marketing Strategy

Marketing strategy makes research useful by taking the understanding of consumer behaviors, motivations, and beliefs combined with the competitive market and articulating a clear path to reaching the right consumers, at the right time, and in the right context.


Service Design

Service design involves envisaging divergent possible worlds where the service exists as a good fit between a stated problem and a consumer’s needs. After an exhaustive search those ideas are evaluated to converge on a solution that is fleshed out.

User Experience Design

User experience design involves understanding user behaviors, motivations, and beliefs and designing artifacts that optimally intersect with them to elicit preferred experiences.

Web Design & Interaction Design

Web design is looked at in the context of the total service offering of a company. The need for the web presence is evaluated on three fronts: (a) a marketing channel, (b) a customer service channel, and (c) a content provider channel. Then the design process is applied to the web.

Graphic Design

Graphic design is evaluated as a part of an overall customer journey. The elements to be designed, as well as the design, are chosen based on customer motivations and beliefs combined with the stated organizational goals.


Web Development

Web development is the process of taking the research, strategy, and design and executing it in such a way that the customer is delighted and that business goals are met. This means attending to details, insuring the website works for the target audience on their preferred device, and that there’s a clear understanding of how the touchpoint is supposed to work.

App Development

App development consists of architecting key components, such as the database and software, and choosing the right technology stack for the job. Apps are at minimum critical to an organization’s experiences and often are the totality of the consumer’s experience. For these reasons the attending to the details of the expected and unexpected user behavior is a top priority.

Digital and Online Marketing

Digital marketing is the process of taking the research and strategy and executing it for results while understanding it’s part of the overall marketing execution. This entails an understanding of best practices for different digital channels and for a rich understanding of consumer behavior when interacting with digital channels.

Integrated Marketing

Integrated marketing is service design for marketing. It’s understanding how all the marketing channels work together to pull the consumer through a funnel that’s uniquely created by the consumer’s interactions with the marketing campaign and brand.


Service Design, Experience Design

Collecting data for and improving the experience of a service or digital experience is important for sustained market share, innovation, and identifying growth opportunities. Really speaking, continuous improvement is a cyclical process involving research, design, and execution.

Marketing Optimization

Marketing is focused on improving business and that means understanding the efficacy of marketing dollars and adjusting the marketing plan if that data supports it. Really speaking, continuous improvement is a cyclical process involving research, strategy, design, and execution.

Applied Behavioural Economics

Behavioral Economics

Cognitive science has demonstrated the importance of people’s environments on their behaviors and judgments. Using a variety of compatible cognitive science theories such as behavioral economics, embodied cognition and dual system theory allows for the design of more affective experiences. Designing for humans requires understanding the deeper mechanics of cognition.

Handmade Artifacts

Developing meaningful connections to an audience requires attention to the details that affect that experience. Organizations who want to compete at a higher level than their competitors must use better tools than their competitors. Developing artifacts by hand allows for every aspect of the customer experience to be designed for rather than left to chance.


Gamification is the application of game mechanics in non-game environments. It provides an extrinsic reward for something that an audience is intrinsically motivated to do. Gamification can increase the level of activity relative to an individual’s motivation and ability. As a tool it’s a perfect fit for organizations that want to increase specific target activities.

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