Drive real customer centricity by blending design with data
Experience Design
We combine design thinking, data science and innovative technology to create full-stack, customer-centric experiences that deliver significant business impact.
What makes Incedo different
Emphasis on business outcome from strategy to execution
We partner with you to diagnose, recommend and execute solutions that drive tangible business impact.
Data-backed design approach
We leverage deep customer research and our exclusive experience benchmarking data to identify and recommend changes that deliver maximum impact.
Strong data science know-how
Our robust data proficiency combined with our proprietary data prototypes, platforms, and accelerators allow us to drive informed decisions and execute the changes needed to deliver impactful experiences.
Deep digital engineering capabilities
Our engineers from architects, full stack engineers, scrum masters, technical leads to Quality Engineers deploy agile development processes, modern tech stacks and DevOps to build world-class design experiences.
Our Approach
Case Study
A global provider of industrial automation and communications launch a new user-validated platform.
Our Practice Areas
Digital
Diagnostics
Pinpoint improvements that lift strategic business KPIsWe diagnose your digital properties to identify gaps and areas for improvement. Our diagnostics offerings come in two versions:
- Quick digital diagnostic which serves as proof of concept to quickly identify and prioritize early metrics, usability issues and opportunities for improvement within an experience;
- Comprehensive digital diagnostic to understand gaps in existing experiences and develop an actionable plan for execution to achieve desired impact.
New Product and Innovation
Drive long-term product adoption and advocacy.We take a customer centric approach to creating new products or improving existing ones so that you can increase long-term adoption and advocacy. We offer:
- Design thinking workshops to rapidly build prototypes and learn from real users;
- Concept testing and feature prioritization to design and develop your product;
- MVP delivery with usability testing, A/B testing and plan for continuous design improvements.
UI Refresh and Modernization
Optimize navigation and improve accessibility. Our capabilities include:
- User research to understand users and identify areas of friction in your UX;
- Visual design to match your design language;
- Information architecture to optimize navigation and content structure to match user needs;
- Content organization and strategy to structure your website content.
Service
Design
Improve customer satisfaction scores We take a holistic view of people, infrastructure, service, and process in order to improve customer satisfaction and business performance. Our capabilities comprise:
- Omni-channel strategy & design that provide a universal framework across applications, web and care channels;
- User touchpoint design to identify and fine-tune engagement points;
- Intent-led journey design to help curate phase-wise changes in intent based journeys through physical stores, digital applications;
- Stores and customer journey analyses to identify areas of improvement.
Data and Insights Visualization
Visualized insights to uncover potential opportunitiesOur offerings include:
- Visual design to break down complex data into a clear and concise visual hierarchy;
- Structure to organize data & reports to tell a story from a broad level to granular details;
- Decision support to highlight potential hotspots with provide recommendations;
- Personalization to understand specific user needs of the various users and monitor the most relevant KPIs.
eCommerce
Optimization
Increase digital sales by converting visitors to customers. We help you to reimagine the customer journey across channels (web and mobile) to convert visitors to customers through iterative experimentation with Data and AI. Our offerings include:
- Customer journey optimization to optimize and streamline journeys to increase conversion;
- UI/UX Design to design interfaces that are intuitive and focused with clear call to action;
- Personalization using AI/ML to make smart recommendations and reduce steps to conversion;
- A continuous process of experimentations to improve customer engagement and drive results on an ongoing basis.
Digital Diagnostics
Pinpoint improvements that lift strategic business KPIs
Our proprietary digital benchmarking data from previous diagnostics, combined with our user research backed UX audit framework and proprietary AI based journey mapping and diagnostics set us apart from other offerings on the market.
Our Quick Digital Diagnostic offering, usually conducted in two weeks, provides proof of concept to quickly identify and prioritize early usability issues and opportunities for improvement within an identified user experience.
We suggest using this when you want to quickly validate opportunities for improvement or when you want to better understand the kind of insights that would be generated by our more comprehensive diagnostic offering.
Our Comprehensive Digital Diagnostic, spanning 8-12 weeks, is a deep diagnostic to comprehend gaps in existing experiences and develop an actionable plan for execution to achieve desired targets.
We recommend using this when you have specific KPIs that are not performing well and want to diagnose and fix them; if you want to identify gaps and make changes to your digital experiences; or if you want to benchmark your organization against best practices.
Learn more about our Design Thinking process
Want to understand more about the design thinking approach that we follow. The diagram below depicts the process that embraces users, experimentation and iterations to generate best-in-class solutions to your customer experience challenges.
- Problem Framing
- Identify Opportunity areas
- Target success criteria
- Understand customer/ user pain-point & goals
Digital Strategy
User Testing
- A/B testing
- Usability testing
- Iterative solution refinement
Research Analysis
- UX/CX audit to indentify friction
- Data Science team diagnostic
- User and stakeholder interviews
- Develop user personas and journey maps
UX Design
- Sketching and wireframing
- Dynamic prototyping
- Validate solutions early and often
Value Design
- High-fidelity mockups
- Brand identity integration
- Develop or extend style guides and pattern libraries
Success Stories
Attaining up to 90% Straight Through Processing by Reimagining CX for Leading Mortgage Service SAAS Platform provider
10X Improvement in Click Throughs for Email Campaigns in a Top Global Telecom Company
Designing First Mobile App for Advisor Users in 4 weeks for Leading Wealth Management Firm
Achieving 50% Increase in Conversions on Digital Channels for a Fortune 50 Telco
Rapid digital assessment
Register for a 30-minute, no-obligation, digital assessment
- Benchmarking of your digital journey against competitors and other best-in-class leaders with key issue identification.
- Portfolio of tactical and strategic recommendations that can enhance NPS, traffic and conversion KPIs.
- Execution roadmap based on impact, timelines and project complexity.