WHAT WE DO

Creating customer-first experiences that propel businesses forward

In a multi-screen, multi-channel, highly connected world, businesses must be as sophisticated as the consumers they target and deliver on the expectations they demand. At K Black & Co., we help businesses understand how their customers connect digitally and work with them to create seamless online experiences that meet their customers’ needs and drive results. Whether you’re a business looking to shorten acquisition funnels, deepen customer relationships, create operational efficiencies, or increase employee productivity, we can help you develop an actionable strategic plan and roadmap to guide you every step of the way.

OPPORTUNITY ASSESSMENT

The foundation for every effective strategy is a solid understanding and objective assessment of a company’s current state relative to its goals and challenges, customer/user needs, competitive landscape, and best practices. Our assessment process is tailored to your needs, leverages a mix of analyses and inputs, and outlines opportunities for growth, optimization, differentiation, and innovation.

• Current state experience & performance analysis

• Customer segment & persona analysis

• Competitive experience & best practice audits

• Stakeholder input sessions

• Gap & opportunity assessment

USER PERSONAS & JOURNEY DEVELOPMENT

A successful digital experience is one that marries the needs and behaviors of the end-user (prospect, customer, employee) to the goals of the business. Our approach to experience development and content design leverages user profiles (personas) and journeys as a tool to help align goals and prioritize content and design needs.

• Persona development

• Journey development

• Journey mapping

EXPERIENCE STRATEGY

An overarching strategic framework is an essential planning tool that guides channel experiences, relevant tactical elements (content design, UX/UI design, analytics), informs rollout prioritization, and helps align internal and external teams.

• Strategic framework development

• Channel experience strategy & requirements

• Content strategy & requirements

CONTENT & CHANNEL PLANNING

Web, app, email, social media — each channel requires a unique set of requirements for planning and implementation. We help define what you need and support with the development of channel plans, content design, and other tactical outputs.

• Web/app content design & architecture

• Taxonomy structures

• CRM communications & content plan

• Communications deployment/business rules

• Social content calendars

• Governance guidelines
  

MEASUREMENT

The only way to know if an experience is successful is to measure it. We work with clients to define measurement frameworks, KPIs and channel-specific metrics that ladder to key business indicators to inform stakeholders of what’s working and where there may be opportunities for optimization.

• Measurement strategy & requirements

• KPI definition & channel metrics

• Data & analytics requirements

• Report development

IMPLEMENTATION PLANNING 

Developing experiences that fully meet the goals of the business and end-users can take time to develop and implement. This is where roadmap and implementation planning comes in — we break down the implementation into rollout phases that suit the needs of the business (budget, resource constraints) to ensure key milestones are met.

• Prioritized rollout plan & phased roadmap

• Implementation requirements

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