Your customers may already know why growth has stalled. We bring their voice into every decision.
Most of the answers are already sitting in your support tickets, session recordings and cancellation data. We find them, and our team acts on them.
The work
What happened when these companies heard their customers first, and measured the results
Sixteen years at
Myer · eCommerce / Retail
$30m+
Loyalty integration, combined sign-up and member pricing. Three flagship initiatives, each shipped, A/B tested and attributed directly to revenue.
Read the case study
Startup Goal
+422%
Activation lift after the goal-setting flow was rebuilt around what customers actually did.
Read the case study
Flybuys
12m
Members migrated off the Coles stack onto AWS.
Read the case study
Telstra Health
$550k
Delivered against a $1.6m budget, 66% under.
Read the case study
MethodLoop
300+
Alpha users from Apple, Google, eBay, IBM, Amazon and Lloyds Bank.
Read the case studyDesign Compass® is the system behind every result on this page.
See all case studiesThe problem
Most growth problems start as a decision made on someone’s opinion of the customer.
When decisions run on opinion, you:
- 01
Shipped, measured, celebrated. No change.
Initiatives get measured, celebrated and quietly fail to move the number.
- 02
Quarters spent on the wrong fix.
Teams spend quarters fixing the wrong problem, because the real cause sits between them.
- 03
A roadmap where a strategy should be.
Someone asks for a customer strategy, and the answer is a roadmap.
At Myer, customers didn’t know Myer and MYER one were separate brands until they tried to reset a password and hit a wall. Plenty had a MYER one account and no Myer account, so login broke and baskets were abandoned at checkout.
Combined sign-up shipped in March 2022. Myer has split-tested it several times since, and the original design still wins. That one change has banked more than $27m in gross revenue uplift. That’s the work.
I find what customers are already telling you, and I bring the people who need to say yes into the process months before approval, so by the time the decision arrives, it’s already theirs.
I take on three or four organisations at a time.
More about AntonWhat it is
What advisory is
Here’s what you get: senior advice on the decisions that matter most, sprints that install what’s missing with the result guaranteed, and methods your people keep using after we’ve gone.
How we work
Five stages, run across your whole organisation.
Every engagement follows Design Compass®: plan, research, design, test and embed. In advisory, we run all five across your organisation, starting with the decisions that matter most.
- 01
Plan
Start with the decisions that matter most.
We review what customers are already telling you through support tickets, reviews, analytics and sales notes. Then we list the decisions waiting on customer evidence, and each one gets an owner, a date and the assumptions to check.
You get: a ranked list of decisions, each with an owner.
- 02
Research
Hear from the customers behind those decisions.
We speak with your customers first hand, with five conversations for each question. You hear what they said in their own words, along with what each problem is likely costing you.
You get: evidence about the real problem.
- 03
Design
Turn what we learn into options your team can build.
Five ideal customers weigh in on each concept, then use the prototype. Every option names the customer behaviour it should change.
You get: a small set of tested options, each tied to the result it should move.
- 04
Test
Check it with real people before you commit.
Real customers use it in real conditions before full launch, so problems get found and fixed while they’re cheap.
You get: a recorded decision to go ahead, change course or stop.
- 05
Embed
Install the methods so the work stays.
Thirty days after launch, we check the number you wrote down at the start and call five customers to find out why it moved. Your team takes ownership, and the next cycle begins.
You get: the result measured, listening posts in place, and your people running the methods.
Engage
Two ways to engage
Advisory
Quick wins in the first month, and an order of operations your leadership team can defend.
Advisory Plus
Everything in Advisory, plus oversight of every sprint and a short monthly update on what changed and what it's worth.
Both start with a three-month engagement. Full details and pricing come with your application.
Apply for advisoryInstall
What we install
Each sprint is sold on its result. If the agreed result isn’t there, our team keeps working until it is.
Lean UX Research Sprint
Your team makes its next big decision on real customer evidence.
See the detail
Voice of the Customer Program
Your customer’s voice reaches every touchpoint and every decision.
See the detailIf you're ready to
- 1.Make your next big decision on evidence, and defend it to the people you report to.
- 2.Find out why customers leave, months before they go.
- 3.Turn a product that grew in every direction into one product again.
- 4.Lead something you inherited without breaking it.
- 5.Have a team install the capability, so it stays when we leave.
Once you're on the inside, you will
- Have customer evidence behind every major decision.
- Know which experience problems are costing you most, and what each one is worth.
- Walk into every leadership or investor meeting with a customer strategy.
- Watch your team run the methods without us.
Fit
Who it's for, and who it isn't
This is for you if:
- you lead product, digital or customer experience;
- the experience is now limiting growth, retention or the confidence of the people you report to;
- you're ready to commit for at least three months, and to act on what we find.
This isn't the right fit if:
- you want a redesign without changing how decisions get made;
- you're looking for someone to confirm a decision that's already made;
- you'd rather learn to do it yourself. Start with the books and workshops.
We take on three or four organisations at a time, and we turn the rest away.
Apply
Apply for advisory
We read every application and reply within two working days.
Want the full details first? Read the offer document.