Question 1

What is experience strategy and why does it matter?

Accepted Answer

Experience strategy is the practice of defining what a product or service should feel like to use, before design begins. It connects business objectives to user needs through research, journey mapping, and a clear north star vision. Without it, design decisions are made based on an opinion rather than evidence, which leads to costly rework and missed market opportunities.

Question 2

What does a typical experience strategy engagement include?

Accepted Answer

Most engagements include a mix of stakeholder interviews, user research (qualitative and/or quantitative), competitive analysis, persona development, current-state journey mapping, future-state visioning, and a prioritized roadmap. The output is a strategy document and presentation that aligns leadership and gives the design and product teams a shared direction.

Question 3

How do you conduct user research for highly specialized industries?

Accepted Answer

We have extensive experience conducting interviews with specialized user populations including clinicians, lab technicians, genomics researchers, data scientists, and enterprise software users. We work within the access constraints of regulated industries and design research protocols that generate reliable insights without disrupting clinical or laboratory workflows.

Question 4

Can you help us measure the ROI of experience improvements?

Accepted Answer

Yes. We developed ROME™ (Return on Meaningful Experience) a proprietary framework for connecting experience design decisions to measurable business outcomes. We help clients identify the right metrics, establish baselines, and build measurement frameworks that demonstrate the value of design investment to finance and executive leadership.

Question 5

How long does an experience strategy engagement take?

Accepted Answer

A focused strategy sprint typically runs 1–3 months. A comprehensive CX strategy program including primary research, persona development, and journey mapping across multiple user types can run 3+ months. We scope based on the breadth of the problem and the number of user segments and markets involved.

Question 6

Do you facilitate workshops with our leadership team?

Accepted Answer

Yes, facilitation is a core competency. We design and run workshops that align leadership on customer priorities, surface organizational assumptions, and build shared ownership of the experience direction. These range from half-day alignment sessions to full day executive retreats to multi-day product innovation intensives.

Experience Strategy & Research

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Related Work

Becoming user-centered with OneUX

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