English

Strategy that puts people and communities first

Services

/CX/UX Strategy

We design customer and user experiences rooted in real needs, combining data, research, and design to deliver seamless journeys that boost satisfaction and loyalty.

banner 1
how we can help

We conduct in-depth research, map customer journeys, and define experience blueprints to uncover opportunities for innovation and improvement. By aligning stakeholders around a unified vision, we help prioritise efforts that deliver measurable impact.

From Insight to Clarity for complex systems

Our strategic process bridges discovery and delivery. We not only define what the experience should be, but also ensure it’s feasible and scalable, turning vision into reality with clear UX principles and governance. We specialise in untangling complex ecosystems, helping teams focus on what matters, improving customer experience, operational efficiency, and long-term ROI.

banner 1

Company Name - Case study description

banner 1

Company Name - Case study description

banner 1

Company Name - Case study description

Main customers

mint logo
generali logo
logo
banco logo
pronto logo
intesa logo
engie logo
IBM logo
assist logo
generali logo
logo
banco logo

Our program

01/04

Research
& Insight

We start by uncovering user needs, pain points, and expectations through research. This includes mapping customer journeys, observing real behaviour, and identifying gaps across current experiences. The goal is to establish a strong foundation for strategic design decisions rooted in real data.

Possible activities:
  • Customer journey mapping
  • Stakeholder alignment workshops
  • Qualitative and quantitative UX research
  • Personas and empathy mapping
  • Jobs-to-be-done analysis
  • Stakeholder ecosystem mapping
  • Omnichannel experience audits
02/04

Strategy
definition

We craft a strategic framework that aligns user goals with business objectives. This involves prioritising touch points, identifying opportunities, and framing a vision that guides future design and service decisions. This shared vision becomes a tool for stakeholder alignment and product prioritisation.

Possible activities:
  • Touchpoint prioritisation
  • Experience principles creation
  • Opportunity mapping
  • North Star vision articulation
  • Design opportunity framing
  • Service promise definition
  • User segmentation modeling
03/04

Experience
planning

In this phase, we operationalise the strategy into actionable experience models. This includes blueprinting services, defining digital interactions, and planning how teams will deliver consistent user journeys across platforms and departments.

Possible activities:
  • Service blueprinting
  • Design governance framework
  • Digital and service touchpoint orchestration
  • Experience success metrics
  • Friction point prioritisation
  • Cross-channel narrative planning
  • Future-state journey modelling
04/04

Implementation
enablement

Finally, we enable teams to put the strategy into action. This means defining processes, rituals, and feedback systems that maintain experience quality as the organisation grows or evolves.

Possible activities:
  • Strategy-to-design handoff
  • Experience roadmap creation
  • Cross-team strategic alignment
  • UX KPI monitoring setup
  • Experience ops playbook creation
  • Experience governance rituals
  • Continuous feedback loop setup

We start by uncovering user needs, pain points, and expectations through research. This includes mapping customer journeys, observing real behaviour, and identifying gaps across current experiences. The goal is to establish a strong foundation for strategic design decisions rooted in real data.

Possible activities:
  • Customer journey mapping
  • Stakeholder alignment workshops
  • Qualitative and quantitative UX research
  • Personas and empathy mapping
  • Jobs-to-be-done analysis
  • Stakeholder ecosystem mapping
  • Omnichannel experience audits

We craft a strategic framework that aligns user goals with business objectives. This involves prioritising touch points, identifying opportunities, and framing a vision that guides future design and service decisions. This shared vision becomes a tool for stakeholder alignment and product prioritisation.

Possible activities:
  • Touchpoint prioritisation
  • Experience principles creation
  • Opportunity mapping
  • North Star vision articulation
  • Design opportunity framing
  • Service promise definition
  • User segmentation modeling

In this phase, we operationalise the strategy into actionable experience models. This includes blueprinting services, defining digital interactions, and planning how teams will deliver consistent user journeys across platforms and departments.

Possible activities:
  • Service blueprinting
  • Design governance framework
  • Digital and service touchpoint orchestration
  • Experience success metrics
  • Friction point prioritisation
  • Cross-channel narrative planning
  • Future-state journey modelling

Finally, we enable teams to put the strategy into action. This means defining processes, rituals, and feedback systems that maintain experience quality as the organisation grows or evolves.

Possible activities:
  • Strategy-to-design handoff
  • Experience roadmap creation
  • Cross-team strategic alignment
  • UX KPI monitoring setup
  • Experience ops playbook creation
  • Experience governance rituals
  • Continuous feedback loop setup

Our experts

profile 1
Himanshu Shastri

CHIEF MASTI OFFICER

profile 1
Himanshu Shastri

CHIEF MASTI OFFICER

profile 1
Himanshu Shastri

CHIEF MASTI OFFICER

Product & service design projects

BYD product case study – portfolio visual | Flight Mode Studio
byd View View

B2B Brand Identity Design | Corporate Collateral Design | Professional Visual Language

TDV View View

Visual Language System | Website Revamp | Content Strategy

artkey
Artkey View View

Visual Language Development | Stationery & Collateral Design | Regional Branding Strategy

Dobali – food branding and packaging showcase | Flight Mode Studio
32 dobali View View

Hospitality Brand Identityn | Lifestyle Branding | Logo & Packaging Design

intessa sanpaolo View View

Digital Identity Design | Fintech UI System | Research-Led Visual System

kaesteo View View

Packaging Design | Shopify Website Design | Cultural Visual Storytelling

Pi Vector – SaaS branding case study | Flight Mode Studio
Pi vector View View

Visual Development | Logo & Typography System | Brand Theory & Messaging

Zuperscore – sports-tech UI/UX portfolio | Flight Mode Studio
zuperscore View View

Brand Identity Design | Color & Typography Design | Logo & Iconography

Sumiso – product and label design | Flight Mode Studio
sumiso View View

Naming & Brand Strategy | Minimalist Logo Design | Sustainable Packaging

Get in touch today

Discover how we foster
collaboration and streamline design
workflows

Book a Discovery CallDark right arrow icon for UI interactions | Flight Mode Studio Book a Discovery Call Dark right arrow icon for UI interactions | Flight Mode Studio