USER ExPERIENCE

Research-based,
human-centered UX
drives customer value

Bringing decades of customer experience strategy to digital platforms through UX design
1:100
Every $1 invested in UX upfront saves $100 in post-launch maintenance costs
32%
Revenue gain for design-driven companies
17%
Revenue retention improvement for companies that adopt user testing
Digital platforms are extensions of customer experience and drive both customer retention and revenue growth.
Digital experiences that weren’t tested with customers often fail
Untested digital platforms create problems that surface after they are live. From support tickets to user abandonment and ultimately eroded trust. CX Pilots UX design is validated based on customer needs and actual user experience.
UX strategy based on research and validated with users
CX Pilots combines social science, user testing and analysis to understand where existing digital platforms cause user friction, test and prototype user-centered solutions, and implement best in class digital experiences that meet user needs. Every design decision is validated with users and backed by extensive research.
User Research
UX Strategy & Information Architecture
Wireframes & Prototypes
Visual Design & Design Systems
Usability Testing
Implementation Support
Define Assessment
Scope
Collect Customer &
Employee Data
Analyze and Benchmark
Develop Action
Plan
Implement and Monitor
CX assessments reveal where you stand and what you need to do as a result.
Know exactly what your users expect before you build it
Quickly iterate on designs through user testing
Provide development teams with user-validated specifications
Reduce costs on post-launch fixes
Deploy modern digital experiences
Know what you need to measure before you build
Scale consistent design across every digital touchpoint
The CX Pilots UX Methodology
CX Pilots proprietary UX methodology integrates User Research, UX Strategy, Information Architecture, Wireframing and Prototypes, Design Systems Thinking, Usability Testing to transform insights into production ready designs. We’ll provide designs tested with real users, research validated prototypes, and design systems that provide engineering teams a blueprint for user-centered digital experiences.
Engagement Outcomes
User research analysis and key findings
Research-based personas and user journeys
Strategic feature roadmap with prioritization framework
Sitemaps and product flow documentation
Wireframes refined through iterative testing
Usability assessment with prioritized recommendations
Functional prototypes
Production-ready UI designs and scalable design system
FAQ
The most common questions we’ve heard from our clients about UX
How do you ensure UX aligns with our business objectives, not just user preferences?
Every research initiative begins with clear business metrics. We map user needs to business outcomes, identifying where improving user experience drives measurable results, whether that's increased conversion, reduced support costs, faster onboarding, or improved retention. User satisfaction matters when it correlates with business performance.
What's your approach to UX in highly regulated industries?
We design within regulatory constraints from the beginning, not as an afterthought. Our team understands compliance requirements across financial services, insurance, healthcare, and other regulated sectors. We've successfully balanced accessibility standards, data privacy regulations, and industry-specific requirements while creating experiences users want to engage with.
How do you work with our existing development teams and technology stack?
We embed with your development organization, working within your existing processes whether Agile, Waterfall, or hybrid. Our deliverables integrate with common enterprise platforms and we provide ongoing collaboration during implementation to ensure designs translate accurately to production code.
What size UX initiatives do you typically handle?
Our engagements range from focused improvements to specific user flows (8-12 weeks) to comprehensive digital platform redesigns (6-12 months). We work with organizations ready to invest in research-driven design—typically projects where getting it right matters more than getting it fast.
How do you measure UX success?
We establish baseline metrics before design work begins and track improvements post-launch. Common metrics include task completion rates, time-on-task, error rates, support ticket volume, user satisfaction scores (NPS, CSAT), and business outcomes like conversion rates or customer retention. Success is measured in business impact, not design awards.

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Your firm is different. Your approach to CX/EX should be as well. Reach out and we’ll help you find the best path forward to accomplish your CX goals.

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