We start with real-world context - stakeholder interviews, analytical data and end-user research - then map the journeys and touchpoints that matter. From there, we iterate on designs and validate with users, plan the integrations, and build full-stack solutions that connect the experience to the data. Measurement is designed-in, not bolted-on.
Discovery & stakeholder research
With internal stakeholders, SMEs, and end users.
Journey mapping & cross-channel analysis
Across CRM, OMS, inventory, and APIs.
User-centred design
Iterative testing to de-risk before build.
Technical integration planning
For scalable architectures and data integrity.
Full-stack development
Including analytics instrumentation to launch, learn, and scale.
Contact us to learn more about improving customer experience across your platforms, content, and teams.
Complex product selection challenges
Customers overwhelmed by extensive product catalogs leading to abandoned purchases
Inefficient customer support burden
High-volume routine inquiries that drain internal resources and create delays for customers needing immediate answers
Fragmented digital experiences
Disconnected touchpoints between product discovery, specification, ordering, and post-purchase support
Underutilized technology investments
Users struggling to use their new equipment due to complex onboarding flows and fragmented guides and manuals.
Manual, error-prone processes
Time-consuming workflows that require extensive back-and-forth communication between customers and sales teams
Lack of self-service capabilities
Dependency on support teams for tasks customers should be able to complete independently
Our CX and service-design work reduces avoidable workload, accelerates decisions, and ties activity to commercial results. Where provided, outcomes include:
Cost-to-serve compression
Fewer routine tickets and escalations through clearer flows and self-service
Revenue capture and influence
Guided product selection and cleaner journeys that grow attributed pipeline and orders.
Cycle-time reduction
Faster movement from discovery to quote to order with clearer next steps and better data handoffs.
Improved adoption of the stack you already own
Higher utilization of CRM, PIM, OMS and analytics once journeys and integrations are designed to work together.
An award-winning app that transformed customer engagement
Driven by a commitment to innovation, ThermoFisher partnered with Wyoming Interactive to redefine product engagement in the life sciences industry.
We implement analytics from day one - conversion tracking, self-service completion, time-to-quote, and support-ticket deflection - then tie changes to business metrics.