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.

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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.  

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

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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

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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