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Customer web and mobile app

A customer-facing web or mobile application designed with your users, accessible to WCAG 2.2 AA and fast on the devices they actually hold.

Typical timing
16–24 weeks
Engagement
Phased programme
Delivery framework
User researchDiscoveryAlphaBetaLive
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Objective

Design and build a customer-facing application — portal, booking, ordering, account or self-service — that customers choose to use, that your team can change safely, and that meets accessibility obligations from day one.

You may need this if

  • Customers still phone or email for tasks they should be able to do themselves
  • The current app has poor reviews, low adoption or high drop-off
  • Releases are slow, risky and dependent on one supplier
How it runs

Activities, step by step

The plan follows our delivery framework. Steps that do not apply to this kind of work are left out rather than padded.

  1. 01 · User research2–3 weeks

    Customer research

    • Contextual interviews and analytics review
    • Journey maps for the top tasks
    • Accessibility and assisted-digital needs identified
  2. 02 · Discovery3–4 weeks

    Design and architecture

    • Service design and prototypes tested with customers
    • Native, cross-platform or web decision made on evidence
    • Integration map for identity, payments and back-office systems
  3. 03 · Alpha6–8 weeks

    Build the core

    • Design system and component library
    • Core journeys built on an automated pipeline
    • Private alpha with real customers
  4. 04 · Beta4–6 weeks

    Complete and assure

    • Remaining journeys and edge cases
    • Full QA: functional, accessibility, load and penetration testing
    • App store submission and private beta
  5. 05 · LiveOngoing

    Launch and improve

    • Phased rollout with feature flags
    • Crash, performance and conversion monitoring
    • Continuous improvement from real usage

Deliverables

What you keep at the end.

  • Live web and/or iOS and Android application
  • Design system in Figma and in code
  • Accessibility conformance report (WCAG 2.2 AA)
  • Penetration test report with fixes verified
  • Source code, pipeline and runbooks

Outcomes

What it is built to change.

  • Tasks moved from contact centre to self-service
  • Measurable gains in completion and satisfaction
  • Releases that are routine rather than events

Often combined with

Every engagement starts with a 45-minute working session with the SME who would own the work. No deck.

Discuss Customer web and mobile app