Who we are

Optimal Experience is Australasia’s leading research and design consultancy. Our focus is making the world a more user-friendly place, online and offline. Our passionate team of research and design specialists are based in Sydney, Auckland and Wellington.

Meet the team

What we do

It’s pretty simple really: we help you to deliver world-class customer experiences. We find out exactly how people use your website, product or service, and use this information to design experiences that are easy and enjoyable to use.  

Our services


Some of our clients

View more of our clients


Events

At Optimal Experience we’re all about supporting you. We offer a variety of events to help your team learn more about user experience.

 

Quant vs. Qual: A deep dive research case study. - Wellington Breakfast Briefing

Free Event

Date: October 8, 2014

We are constantly inundated with statistics, from web analytics to sales measures to technical stats… to just about anything on any subject. The news tells us that “the iPhone 6 sold 10 million units in the first weekend,” but rarely does a statistic like that tell the whole story.

Wait, but why?
Our clients asked the same question, “Wait, but why?” and came to Optimal to figure out the story behind their statistics. We dove into the data; first into the statistics,?and then into the stories behind them. At times, the statistics and the stories didn’t match up, so we had to learn the stories behind the stories. Our clients are being extremely gracious in allowing us to share the highs and the lows of this work with you, as well as our lessons learned.

Quant vs. Qual: A deep dive research case study. - Auckland Breakfast Briefing

Free Event

Date: October 9, 2014

We are constantly inundated with statistics, from web analytics to sales measures to technical stats… to just about anything on any subject. The news tells us that “the iPhone 6 sold 10 million units in the first weekend,” but rarely does a statistic like that tell the whole story.

Wait, but why?
Our clients asked the same question, “Wait, but why?” and came to Optimal to figure out the story behind their statistics. We dove into the data; first into the statistics,?and then into the stories behind them. At times, the statistics and the stories didn’t match up, so we had to learn the stories behind the stories. Our clients are being extremely gracious in allowing us to share the highs and the lows of this work with you, as well as our lessons learned.

 
 
 

Blog

The lost art of gratitude

Posted by Kelly Ann McKercher in financial services, human behaviour, service design, user experience on September 17, 2014.

Gratitude gap diagram

Gratitude gap diagram

gratitude
ˈgratɪtjuːd/
noun
1. the quality of being thankful; readiness to show appreciation for and to return kindness.

I recently switched to BNZ. A month after joining, a lovely fellow called to check if everything was going well. To my surprise and delight, he paused at the end of the call and said:

“Just one more thing, I wanted to sincerely thank you for banking with BNZ, I really appreciate it”.

For a moment, he made me feel like BNZ’s most important customer. A stark contrast to many service experiences where a hurried, inauthentic ‘thanks’ is given or no thanks at all. Read more »

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