Leeds based, working across the UK
Customer experience design that turns insight into delivery
Dual Perspective is a customer experience design consultancy helping teams see what is really happening in their journeys, fix what is getting in the way, and deliver improvements that customers actually feel. Calm, practical and evidence led.
What a customer experience design consultancy should do
Customer experience design is not just a tidy journey map or a refreshed UI. It is the work of understanding how people experience your organisation end to end, then designing the changes that make that experience simpler, faster and more human.
That includes the things customers touch, and the things they never see; processes, handovers, policies, data, comms and the internal rhythm that drives day to day decisions.
- Find the real friction across journeys and channels
- Prioritise fixes based on impact, effort and risk
- Design improvements that your team can actually deliver
- Build a cadence so changes stick, not fade after a workshop
Where we focus
- Customer and user research (qualitative and mixed methods)
- Journey mapping that reflects reality, not the org chart
- Service design to address root causes, not symptoms
- Experience principles and prioritised improvement backlogs
- Practical CX strategy and measurement
- Hands on support through pilot, MVP or change delivery
This is often paired with Discovery and Delivery Leadership so insight turns into shipped outcomes.
What you get
- Journey and service view. A clear picture of what customers experience today, and why.
- Prioritised opportunities. A ranked set of interventions with value, effort and dependencies.
- Experience blueprint. The future state, with the moments that matter designed end to end.
- Action plan. Owners, milestones and a delivery rhythm that fits your team.
- Evidence pack. What we learned, what we assume, and what to test next.
Need to align leadership quickly. We will translate the work into a short narrative that lands in plain English and makes it easier to say yes.
How it works
- Understand. Structured sessions and a rapid review of what already exists. We map goals, constraints and where the experience is breaking down.
- Learn. Targeted research and a reality based journey view, backed by evidence from customers, users and colleagues.
- Design. Co design the future state and the improvements that matter most, with value versus effort decisions made in the room.
- Deliver. Support implementation so the work lands and sticks, not just looks good on a slide.
Who we work with
We support founders, product and ops leaders, and senior teams who need clarity and progress without the overhead of a big agency. We work across startups, scale ups and established organisations, including regulated and public facing services where customer experience and trust really matter.
- Startups and scale ups trying to improve activation, retention and support load
- Organisations redesigning a key service or platform
- Teams dealing with high contact volumes, broken handovers or confusing comms
- Programmes of change where experience is slipping while delivery moves fast
Customer experience design consultancy in Leeds, operating UK wide
We are based in Leeds and work with organisations across the UK. Remote delivery is normal for us, and we regularly run research, workshops and working sessions with distributed teams. When in person matters, we will be there.
If you are looking specifically for a customer experience design consultancy in Leeds, you are in the right place. If you are elsewhere in the UK, we can still support you without the faff.
Deep dive on customer experience design
Most customer experience issues are not caused by a single screen or a single team. They sit in the spaces between functions; handovers, policies, unclear ownership, mismatched incentives, and delivery pressure that forces short term decisions.
As a customer experience design consultancy, we help you see the full system and then fix it in a way that is deliverable. That usually means combining evidence from customers with a clear view of operational reality. It is the balance between ambition and feasibility that creates progress.
What this looks like in practice
- Understand where customers get stuck and why
- Improve the moments that drive trust, conversion and retention
- Reduce avoidable contact and rework through better journey design
- Create clearer comms and more consistent experiences across channels
- Align teams around a simple set of experience principles
Signals we track
- Activation, repeat use and retention on key journeys
- Customer effort and drop off points across channels
- Contact drivers and avoidable demand
- Time to decision and time to release inside the team
Often paired with delivery leadership so the experience intent becomes shipped work.