UX consultancy
Experience Strategy & Design
As a UX and experience consultancy, BBK creates experiences that inspire, connect, and transform. We blend strategy, research, design, and culture to build living, cohesive, and user-centric brands, turning every interaction into a value-driven opportunity for the customer experience.
Experience Strategy
We transform and design the customer and employee experience from a strategic perspective, integrating visions and disciplines, from the definition of the value proposition and its key attributes to the design of an actionable, concrete, and measurable strategic roadmap.
- Customer experience strategy
- Employee experience strategy
- Phygital experience
Service Design and UX
We design end-to-end services with a focus on UX design and service blueprints, strategically integrating every channel and touchpoint to maximize delivered value and increase loyalty. Our systemic view allows us to build consistent experiences between front and back, capable of connecting with people and making brand promises tangible through service design.
- Customer journeys
- Behavioral design
- Attentional model
- Optichannel
- Concept testing and prototypes
Service Culture
We promote human-centered service cultures that connect purpose, values, and concrete behaviors to generate consistent and memorable experiences. We support organizations in defining their cultural principles and activating habits that strengthen internal commitment and a genuine customer orientation.
- CX organizational maturity index
- Capabilities installation
- Collaborative talks and workshops
Research and Insights
We use qualitative and quantitative techniques to gather information on people's needs and expectations. We cross-reference this information with trends, benchmarks, and future scenarios to define design guidelines that feed new proposals, entice people, and challenge the context.
- Customer research
- Future scenarios
- Competitor map
- Audits and mystery shopper
Experience Management
We accompany organizations in proactively orchestrating the customer's lived experience as a whole. We design, measure, and optimize all interactions, establishing processes, systems, and organizational models that enable manageable, sustainable, and continuous-improvement-oriented services, using cutting-edge technology.
- Voice of the Customer (AI VoC)
- Service management model
- Channel optimization
- Process automation
FAQs
What does a UX consultancy like BBK do?
A UX consultancy supports organizations in designing and redesigning both customer and employee experiences. At BBK, we cover five complementary fronts: experience strategy, research and insights, service design and UX, experience management, and service culture. Each front can be contracted independently or as part of a comprehensive UX consultancy project.
What is the difference between UX, experience design, and service design?
UX focuses on the user’s interaction with a product or interface; experience design covers the entire customer journey with the organization; service design articulates processes, channels, and people to ensure the experience is sustainable over time. The three disciplines are integrated into a single project when the goal is to transform the entire customer experience.
What methodologies do you use for research and insights?
We combine qualitative techniques (in-depth interviews, focus groups, ethnography, mystery shopping) with quantitative techniques (surveys, NPS, behavioral metrics). The intersection of both, along with the analysis of trends and future scenarios, allows us to define actionable design guidelines.
What is a service blueprint used for?
A service blueprint is a tool that maps all processes, channels, and actors involved in service delivery, from the visible customer experience to the support processes. It is used to identify friction points, opportunities for improvement, and critical dependencies, as well as to align internal teams on how they must operate together.
How do you manage an experience project at BBK?
Every project begins with a diagnostic conversation to understand the organization’s context, its objectives, and specific experience challenges. Based on this, we define the scope, methodologies, and deliverables. The first meeting serves to align expectations before any commitment.
Let's discuss your brand
If your organization wants to transform the customer or employee experience, please write to us. We will review your case and propose the appropriate scope.