Experience
How people feel at every touchpoint, designed on purpose rather than left to chance.
EXPERIENCE Services
We design what happens behind the interface as carefully as what happens in front of it.
- (01)
Customer Journey Mapping
We chart every stage a person moves through — across channels, teams and time — so gaps, friction and unowned moments become visible before they cost you anything.
- (02)
Service Design & Blueprinting
We design what happens behind the interface as carefully as what happens in front of it, aligning process, people and systems to the experience you intend to deliver.
- (03)
UX Strategy
We set the principles, priorities and success measures that guide every downstream design decision, so teams stop debating taste and start building toward the same outcome.
- (04)
Experience Audits
A structured read of the experience as it stands today — heuristics, analytics and real user behaviour — turned into a prioritised list of what to fix first.
- (05)
Touchpoint & Channel Design
We make each touchpoint carry its share of the story, so the brand reads as one company whether someone meets it in an app, an email or a room.
- (06)
Experience Measurement
We define the signals worth tracking and put the instrumentation in place, so improvement is evidenced rather than asserted.
FAQs
Your questions, answered
What does journey mapping actually change for us?
It makes the gaps visible. Most experiences break in the handoffs — between channels, teams and systems — not inside a single screen. Mapping the journey end to end shows which moments carry the most weight, which are unowned, and where effort will pay back first.
How is experience work different from UX design?
UX design shapes a product. Experience work shapes everything around it — the email before, the support call after, the process a team follows internally. We design what happens behind the interface as carefully as what happens in front of it, then hand your product team a clear brief.
We already have analytics. Why do we need an audit?
Analytics tell you where people drop off; an audit tells you why. We combine behavioural data with heuristic review and real user sessions, then turn the findings into a prioritised list rather than a report that sits unread.
How do you prove the work moved anything?
We define the measures before we start — task completion, time to value, support volume, retention, whatever the business actually cares about — and put the instrumentation in place so improvement is evidenced rather than asserted.
Have more questions? Reach out to us, our team will be happy to help.
Partners
We understand the demands of digitally focused organisations navigating change inside and out. From startups finding their footing and scale-ups building momentum, to established enterprises reshaping their digital foundations. Our most rewarding partnerships are with ambitious leaders who are seeking clarity, craft, and a true partner.
What clients say about our experience work
“Three60 is extremely thorough, and their strategic thinking speaks for itself. They are highly process-oriented and very flexible in their approach to different customers. Over the past year, we have tackled three major projects together. What stands out is their ability to pivot, their effective communication, and their respectful and helpful nature. They talk us through possible scenarios, making the collaboration feel seamless and truly authentic. We continue to work together with Three60!”
- 8
- Months project duration
- 300+
- Unique assets, pages and templates
“They understood that our patients arrive frightened, and designed for that first. The discovery work reframed how we talk about treatment entirely — clearer, calmer, more human. Every decision was argued from evidence rather than taste, and the result speaks to families in a way our old site never did.”
- 6
- Months project duration
- 40%
- More enquiries from new patients
“They mapped the whole donor journey before touching a single screen — the emails, the follow-ups, the moments we had never really owned. Fixing those turned out to matter more than any redesign, and the numbers moved because of it.”
- 119
- Countries served post-launch
- 27%
- Lift in completed donations
The rest of the system
- StrategyWe interrogate the brief, identify what’s actually possible, and set a common thread that runs across the entire partnership.
- BrandIdentity that holds up everywhere it appears, built as a system rather than a set of files.
- WebsiteClear messaging, smooth user journeys, and content management systems with guardrails baked in.
- ProductWe shape flows, interfaces and systems that make complex tools feel obvious.
- DevelopmentProduct designers and developers work hand-in-hand, from the first review to the last deploy.