What we do

We design the user experience of digital services — such as websites, apps and enterprise applications — that satisfy real customer and user needs and gain stakeholder support.

Diagram showing the services offered by Jones Olson; customer and user understanding, requirements elicitation, user experience design

Truly successful digital services meet the needs of customers and users. In particular, they help customers and users complete the tasks they need to fulfil.

At Jones Olson, we design digital services that are focused on the needs of customers and users. The digital services we design are useful and usable, and create affinity between them and their users.

We do this while also ensuring that our clients’ business needs are met and helping them to  secure stakeholder support for the service.

The services we do this for

  • Websites
  • Apps
  • Enterprise applications (including intranets).

How we do it

We focus on knowing the service’s customers and users and their needs and how best to provide for them.

  • Customer and user understanding:
    Using qualitative and quantitative research  to fully understand the service’s customers and users, we develop a set of personas to guide future work.
  • Requirements elicitation:
    Making use of frequent, rapid prototyping  to stimulate innovation and creativity and aid communication, we use requirements elicitation techniques to discover, understand and document the customers’ and users’ requirements – primarily, the tasks that they want to fulfil when they use the digital service.
  • User experience design:
    We design a user experience that easily and simply provides the context and functionality that helps customers and users successfully complete their tasks, while promoting affinity between them and the digital service they are using.

We contextualise this work and its outcomes with the imperatives of our client and wider stakeholders.

  • Business needs analysis:
    The starting-point of all our projects, we take our clients through a process that allows them to clearly articulate their business aims for providing the digital service.
  • Stakeholder engagement:
    Service stakeholder can vary widely. Some are users, but others may never use the service to be developed. Yet, the understanding and on-going support of all stakeholders is vital to a project’s ultimate success. We use a range of techniques to engage and communicate with stakeholders choosing the most appropriate and efficient for any given project.

What we deliver

We deliver to our client a user experience design blueprint, which includes:

  • a set of customer and user personas that allow our client to better understand their customers and users and their needs, and keep both at the top of their thinking;
  • a requirements analysis that sets out the tasks those customers and users want to fulfil;
  • a user experience design that can be used as a plan from which to build the service, be it a website or app, enterprise application or face-to-face service.