User-Driven Growth

Human-centred design (HCD) is an approach to creating interactive systems that prioritises users, their needs, and requirements. It also considers other stakeholders, such as purchasing decision-makers, who influence the system. HCD boosts effectiveness, efficiency, accessibility, and sustainability while enhancing user satisfaction.

The KPS UX Operating Model follows the principles of human-centred design as outlined in the international standard DIN EN ISO 9241-210. It is built on a deep understanding of users, their goals, tasks, resources, and environments. Users are actively involved throughout the design process—for example, during the Discovery Track for requirements analysis and the Validate Track, where usability evaluations guide and refine the design. The model embraces iterative development, ensuring that usage requirements are demonstrably met and your business goals are measurably achieved.

The term “user experience” was first introduced in 1993 by Don Norman during his work at Apple. According to DIN EN ISO 9241-210, user experience is defined as the “perceptions and reactions of a person resulting from the actual and/or expected use of a system, product, or service.” It encompasses methods and approaches from various disciplines including psychology, human-computer interaction, and design—that identify human needs and integrate them throughout the design process to positively influence and continuously optimise the user experience.

No unnecessary costs, at least not in the long run. UX actually saves money.

User research ensures you focus on the right features from the start. Early-stage mockups and prototypes let you gather stakeholder feedback and test with users, uncovering issues that might otherwise only surface during development, or worse, post-launch. Fixing problems early is faster and far more cost-effective; studies show costs can rise by 10 to 100 times if problems are addressed late. Plus, intuitive and stable applications reduce ongoing support expenses.

There’s more: UX streamlines workflows and user interfaces, making users more efficient and helping them achieve goals faster. For high-use applications like call center software even saving a few seconds per task can add up to hours or days saved, translating into significant cost reductions.

Agile development is a set of principles and methods aimed at boosting transparency, productivity, and accelerating software delivery. It focuses on minimising lengthy design phases to produce working software as early as possible. At first glance, this might seem at odds with human-centred design, which emphasises deeply understanding users and their contexts before building. However, the reality is quite the opposite.

Our discovery methods follow the principles of Lean UX, enabling fast, targeted insights that directly inform design solutions. This approach allows us to conduct regular usability tests with customers and users, helping us quickly incorporate feedback and boost satisfaction on all sides. Agile processes also support iterative design, making it easier to adapt and improve throughout development.

Human-centred design puts users at the heart of developing interactive systems. We conduct user research, create detailed user profiles, perform task analyses, and carefully consider the context in which the product will be used. Our goal is to tailor the product design to meet individual user needs as effectively as possible.

An accessible application ensures that all functions and information are usable by people with varying perceptual abilities. For example, applications must support assistive technologies like screen readers by following specific criteria to make content machine-readable. This accessibility principle also parallels SEO (Search Engine Optimisation), where websites must be optimized for major search engines. Many accessibility improvements benefit both users and search engines alike.

At KPS, our UX team collaborates closely with developers to deliver solutions that are both accessible and user-friendly.

What we measure depends on your specific goals. For example, we can assess customer satisfaction using tailored surveys or the widely recognised Net Promoter Score (NPS), a key metric for loyalty and satisfaction.

We also evaluate how effectively and efficiently users interact with your application, whether they complete tasks quickly (such as product searches or checkout processes) or abandon them, pinpointing exactly where drop-offs occur.

To support this, we developed the KPS Optimisation Framework, designed to provide clear insights and guide improvements.

The KPS Optimisation Framework is the cornerstone of our Optimize track, built on insights from over a decade of optimisation projects. It provides a sustainable, iterative process for product improvement through continuous experimentation and learning, supported by defined roles, templates, best practices, and proven methods to identify, implement, and track optimisation measures.

Starting with your business goals, we define clear UX KPIs to measure success. We then map the key user journeys that impact these KPIs, your “conversion funnel.” Using both quantitative and qualitative techniques (like web analytics, heuristic evaluations, and usability testing), we uncover usability issues and form hypotheses to resolve them.

These hypotheses are tested with A/B or multivariate experiments to validate their impact on the KPIs. Winning variants are implemented and monitored, and the cycle repeats driving continuous user experience improvements that translate into increased sales and more satisfied, loyal customers.

To continuously enhance the user experience of your products and services, it’s essential to evaluate and grow your company’s UX maturity. The KPS UX Maturity Model is designed to help you do just that.

Our assessment begins with a collaborative workshop involving your current or future UX stakeholders. Together, we evaluate your company’s current UX maturity and define a clear UX vision. Your target maturity level for the short, medium, and long term. This process not only identifies where you stand today but also where you want to be.

Following the workshop, you’ll receive a detailed report outlining your UX strengths and challenges across processes, methods, and management. From the gap between your current state and your vision, we jointly develop a practical UX strategy with concrete steps. We’re here to guide and support you actively on this journey.

Additionally, we offer coaching, training, and staff qualification to empower your UX teams for lasting success.