Experience
Whether it’s aimed at customers, shareholders or employees, your brand is the experience. Truly meaningful experiences don't come easy, mind you. Yet with vision, insight, and experience we’ll help you create something special using our own proprietary ‘Experience Innovation System’.
How
we can help
Customer Insight (Ethnography, Walk a Mile, Interviewing, Quant)
We gather deep customer insights through various methods including ethnography, 'walk a mile' experiences, interviews, and quantitative research to understand customer behaviours and needs.
Customer Experience (CX) Strategy & Execution
We develop and execute comprehensive 'Moments that Matter' CX strategies that ensure we're tackling the moments that really matter to your customers.
Digital Experience (DX) Strategy & Execution
Our team creates and implements digital experience strategies that improve online interactions, streamline digital touch points, and enhance overall digital engagement.
Employee Experience (EX) Strategy & Execution
We design and execute strategies to improve the employee experience, fostering a positive workplace culture and enhancing employee satisfaction and productivity.
Service Design
We design or redesign services to enhance usability, efficiency, and satisfaction, ensuring they meet the needs of your customers effectively.
Rapid Design Sprints & Prototyping
We use our proprietary 'Experience Innovation System' to facilitate design sprints and prototyping workshops to quickly develop and test new ideas, allowing for fast iteration and refinement based on customer feedback.
Customer Testing and Idea Validation
Our team conduct customer testing and validation to ensure new ideas and concepts resonate with your target audience and meet their needs.
Velocity Coaching
We didn’t set out to offer coaching, but apparently we’re quite good at it. Using award-winning innovation practitioners, we’ll build hands-on capability inside your own organisation – carefully aligned to your commercial priorities, and the moments that really matter to your customers.
Why choose Experience.eQ™ from D&Co?
D&Co's Experience.eQ™ combines strategic intelligence, emotional insight, and AI-powered acceleration to help organizations design and deliver exceptional customer experiences.
Create Breakthrough Customer Experiences with Intelligence, Empathy and Precision
What is Experience eQ™ for CX?
Experience eQ™ is D&Co’s system for designing, testing, and delivering customer experiences that truly matter - powered by the combined force of human insight, emotional intelligence, and advanced technology.
It starts by identifying your customers’ most critical Moments that Matter - those key emotional and functional moments that shape satisfaction, loyalty, and growth. We then use our Experience Innovation System to ideate, prototype, test, and refine bold new solutions that elevate the experience.
At the heart of Experience eQ™ for CX is our distinctive combination of:
IQ (HUMAN SMARTS):
Deep strategic thinking, design rigour, and customer insight that gives your team clarity and focus.
EQ (EMOTIONAL INTELLIGENCE):
Tools and methods to uncover what truly resonates with customers and design experiences that feel right.
AI (OPTIMISATION ENGINE):
A growing suite of CX-focused AI tools that accelerate insight development, improve accuracy, and elevate creative output - before being filtered through D&Co’s human (IQ) and emotional (EQ) lenses for maximum impact.
The result?
Breakthrough customer experiences - grounded in what matters, and delivered smarter, faster, and more meaningfully.
What Makes Experience eQ™ for CX Different?
IQ – Human Smarts
Deep strategy, behavioural science, and experience design expertise
EQ – Emotional Intelligence
Experiences that connect, resonate, and build loyalty
AI – Creative Acceleration
Tools that sharpen insights, increase quality, and drive speed
From unstructured feedback to structured innovation - Experience eQ™ moves you forward with precision and purpose.
If you're ready to move from customer insight to customer impact, let’s talk.
Brand Use Cases by Industry
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Transform trust, build emotional connections, and clearly communicate your distinct advantage.
Customer-centric brand positioning
Emotionally resonant visual and verbal identities
Brand strategies validated through market analytics and testing
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Differentiate through emotionally engaging, trust-building brand interactions.
Brand architectures that simplify complex portfolios
Compelling brand expressions and communication strategies
Immersive physical and digital brand experiences
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Create aspirational brands that deeply motivate, engage, and retain your community.
Strategic naming and brand architecture
Powerful, engaging content and campaign strategies
Visually compelling brand experiences aligned to wellness trends
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Rapidly position and scale market-ready brands and products, emotionally aligned to customer needs.
Fast-cycle naming and brand validation
Emotionally engaging packaging and interaction design
Go-to-market toolkits accelerated by AI-driven insights
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Humanise complex healthcare experiences, reducing anxiety and clearly communicating brand trust.
Brand strategy and identity to simplify complex services
Empathy-led visual and interaction design
Content strategies for clear, comforting communication
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Enhance brand appeal, clarify positioning, and improve engagement through emotive brand strategies.
Customer-focused brand positioning strategies
Distinctive identity and interaction design
Immersive spatial experiences and brand activations
If you're ready to move from customer insight to customer impact, let’s talk.
CX Case Studies
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New World
A New World of possibilities with an insightful CX strategy
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Mitre 10
Nailing Mitre 10’s Moments that Matter CX strategy
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Southern Cross Health Insurance
Developing an insights rich ‘Moments that Matter’ CX toolkit