new experience researches how customers use technology in their everyday lives, helping companies develop products and services that are compelling, handy and a joy to use. We do this through: Ethnographic research - studying your customers in their natural surroundings. Participatory design - involving clients and users in the design process. Information architecture - structuring content to help users find what they want. Usability testing - inviting your customers to test out prototypes in our usability lab in West London. Service and product trials - getting users to trial your service in a real-life setting.