01
People are struggling. Why?
You can see drop-off, confusion, mistakes or avoidable support demand, but the cause is unclear.
Understand what’s happeningHow we help
When you need to know what’s really going on.
You may be seeing the effects of a difficult experience, planning significant change or trying to improve something that matters. Kirmela helps you understand what is happening, what is contributing to it and what should happen next.
How we can help
Situations Kirmela can help with
02
We’re about to change something important. What should we change?
You’re redesigning, replacing, consolidating or modernising and need stronger evidence before committing time and investment.
Shape what comes next03
We know what needs attention. How do we make it better?
The challenge is understood and you need to turn that understanding into a clearer, more usable and more accessible experience.
Improve the experienceHow we think
The interface isn’t always the problem.
A difficult experience can come from the interface, the journey around it, the information being asked for, the process behind it, technical constraints, accessibility barriers or decisions made elsewhere in the service.
Understanding the cause changes what you do about it.
01 / Understand
See what’s really happening.
People’s behaviour can show that something isn’t working. It doesn’t necessarily explain why.
Kirmela can help you understand where difficulty is coming from, what is contributing to it and what matters most before deciding what to change.
We might look at
- Existing evidence and what it already tells you
- Customer behaviour across the journey
- Drop-off, completion and support demand
- Journey, process and accessibility barriers
- The real-world conditions affecting the experience
- What is known, assumed and still missing
02 / Decide
Know what needs to change and why.
Knowing that something needs to change isn’t the same as knowing what to change.
Kirmela helps organisations determine where change will make a meaningful difference, what should remain and what needs further investigation before significant investment is made.
We might help you
- Shape the direction for a redesign or replacement
- Decide what should be improved, retained or removed
- Make sense of competing evidence, needs and constraints
- Prioritise where change is likely to matter most
- Understand what should be shared across products or journeys
- Establish direction before delivery begins
03 / Improve
Turn understanding into a better experience.
Sometimes the challenge is already understood. The work is turning that understanding into something better.
Kirmela can work with product and delivery teams to shape, design and validate improvements, from focused changes to more substantial experience work.
We might help you
- Improve difficult or high-friction journeys
- Shape new experiences and interactions
- Make complex tasks easier to understand and complete
- Design accessibility in from the outset
- Test proposed changes with the people who will use them
- Create reusable approaches where the same problem appears across products
Our expertise
Our expertise
Working with Kirmela
The work starts with what you need to achieve.
Some situations need focused investigation. Others need direction before a larger change. Some need hands-on support to improve an experience over time.
Talk to Kirmela