Customer Experience (CX) Design

Designing physical, digital, and phygital experiences that maximize ROI—powered by human insight and AI intelligence.

Services

Branding, Content, Creative, Digital, Editorial, Experiential, Media & Analytics, Packaging, Search, Social, Video, Research & Strategy

Better customer experiences are becoming a key differentiator—beyond price and product. As competition intensifies across industries and channels, brands are harnessing world-class interactions that engage both people and AI systems, helping attract, retain, and delight customers. Our team of researchers, experience designers, and content creators crafts uniquely delightful, AI-informed experiences that grow sales, attract influencers, foster loyalty, and inspire brand advocates.

Our Process

Design Thinking

Since 1981, BNO has been home to a diverse group of design-centric deep thinkers and doers. From strategy and design through project management and quality control, we combine human insight with AI-driven data to make a difference in the lives of our customers—and through them, their customers. It’s a journey, not a destination.

Understand Explore Materialize

Understand

Empathize & Define

Customer empathy has been the starting point of our process for more than 40 years. We combine traditional design-thinking tools—like journey maps, personas, workshops, focus groups, and journaling—with AI-enabled data insights to uncover the Aha! moments that lead us to big ideas, core priorities, and the right MVP. Customization and personalization are our thing. We’ve created highly visual, emotional journey maps to get to the heart of people living with rare diseases. We’ve developed scientific journey maps to understand the product selection experiences of heart surgeons—and everything in between. Ask us for examples. We love this part of the work.

Explore

Ideate & Prototype

The human-centered problem statement is the jumping-off point for this phase. Bringing together a tight but diverse team consisting of our team and yours, we utilize creative ideation exercises to explore the outer limits (and beyond). We aim to surprise and inspire you with where we go and what we can build–together.

Materialize

Test & Implement

By this stage, we have a prototype ready for customer testing. Bringing our journey full circle, we look to re-engage with customers in order to gather input and feedback. Customer feedback drives the iterations and refinements that get us to an MVP ready to be released into the wild.

Client Testimonial

Our brand marketing teams were thrilled at how quickly we delivered results leveraging BNO’s CX methodology and agile process.

– Director, Experience Strategy for a global pharmaceutical company

Our Clients

Partners & Certifications

Providing first-rate customer experience means going above and beyond. That’s why we make an effort to engage with organizations that offer the best tools and resources for CX.