Pivot Manifesto
This is what we know to be true: Design is never just about appearance. It is about how we use a product or service or website, why we like it, how it makes us feel, what the brand tells us. Design is about integrating form and function to create great user experiences. It is, ultimately, about a rich understanding of the people we call our customers and clients. Design is never just about appearance.
That’s why, at Pivot, we talk about “people-oriented, informed design.” Our process is about methodically synthesizing creative insights from what we learn about your organization and the way your customers actually use your products and service.
Traditionally, a client hires a designer, hands over a creative brief and expects the agency to come back with design concepts and solutions. Our clients will tell you we don’t work this way. Why? Because the typical process neglects to incorporate crucial information about your customers’ real world experiences. Organizations assume they understand their audiences. But their conclusions, gleaned from focus groups or conventional analytical tools, often miss the mark.
Our approach, by contrast, focuses on intensive design research that emphasizes the end user as the source of inspiration for innovation. By creating environments in which we can access uncensored, spontaneous feedback, we collect insights from your customers or clients and observe how they engage with your products or services. This process may involve interviews, storyboards, scenario-building, field research, contextual inquiry, and concept and prototype trials in real-world settings.
While most agencies separate research and creative, our designers are directly involved in this process of discovery at an early stage. They are receptors, identifying problems and opportunities as they filter information companies may not see. We want to get under your customer’s skin to develop better solutions.
Ultimately, informed design never forgets what the business is all about. We know you have to build a design, and we can help you make it better. After all, when you launch a new product or service, it’s never about what you think will work. Rather, it is all about the security of knowing that your customers will have a positive experience and then tell others. Isn’t that the strongest marketing tool of all?
IC