Seeing your business through the eyes of your customers and employees. Listening closely to what they are saying. Observing their behavior to uncover the motivations and needs that go unspoken and unmet. Solving problems before they even knew one existed.
Creating seamless customer experiences
That’s the essence of our design-driven approach, and it’s where we find the greatest opportunities. We help reimagine and digitize end-to-end business processes and services to power remarkable customer or user journeys.
Examples of our work
Simplified and digitized the mortgage-origination process
at a large bank, cutting approval time for new loans from 2–10 days to 15 minutes, and reducing origination cost by 70...
Helped a telecom company transform its service-dispatching process through automation,
yielding better management of service technicians and customer-service calls
Cut the time it takes customers to open a new account
from 1–5 days to 5 minutes at a global bank, contributing to a 25 percent increase in new account openings
The need is greater than ever
Technology has handed end users unprecedented power to dictate the rules in purchasing goods and services. Whether you’re focused on customers, patients, internal users, or employees, they all demand experiences that are delightful—seamless, immediate, secure, omnichannel, on-demand, convenient, and personalized.
How we get there: It's a journey.
The impact is rapid and dramatic on multiple fronts: customer satisfaction, revenue growth, cost to serve, and employee engagement.
Companies are swimming in a sea of metrics, and your customer has needs and expectations at every touchpoint that you are likely already measuring. But it takes an operational and cultural shift to see how your customer’s cumulative experience—beyond traditional touchpoints—unfolds into a journey over time, with a clearly defined beginning and end.
Design thinking helps us to empathize with customers and users at every step in their decision journey and to create a map for meeting your organization’s underlying experiential, technological, and operational requirements:
Quantify
what matters to your customers
Apply ethnographic research
behavioral psychology, and digital technologies to reinvent the experience
Create prototypes
quickly and iteratively test them with end users to better engage them
Scale
throughout your organization: IT, legal, marketing, sales, and design
Impact story
Transforming customer experience in wealth management
Our client had been advising high net worth investors for over 100 years. But times were changing—fast.
Our People
Our creativity is fueled by a diverse, international team of passionate design leaders and practitioners.
Hyo Yeon
PartnerNew York
As a leader of McKinsey Design’s global team, works closely with clients to ensure the use of a customer-centric approach to creating products, services, and experiences
Jennifer Kilian
Digital PartnerNew York
Combines creative vision with compelling design to drive innovation and reinvent how businesses engage with customers
Ewan Duncan
Senior PartnerSeattle
Works with clients across the technology, media, telecommunications, and other sectors to use design and customer-centricity to increase growth
Jeff Salazar
PartnerBay Area
Shapes design vision on projects; explores and uncovers opportunities for clients to create strong connections with their customers through compelling and innovative product solutions that surprise and delight
Stina Carlsson Reich
PartnerStockholm
Reimagines customer experiences and uses digital as the catalyst to build the businesses of tomorrow
Meet our designers
Xenia, Berlin
Meet our designer, Xenia, and discover how her DIY ethos is inspired by the many places she’s lived. Catch a glimpse of her home and enjoy a snapshot of her work environment, the Experience Studio in Berlin, where the magic of cocreation occurs.
Malcolm, Berlin
Immerse yourself in Malcolm’s world! Let our experience designer guide you through Berlin and explain why he finds the city so inspirational. Learn what being a designer means to Malcolm and how he enjoys getting lost in nature—either in his van or on his bike.
Jared, Austin
Join Jared as he takes us on a tour through Austin and the places he finds inspirational, including running at Barton Springs and a class he teaches at the University of Texas.
Allison, London
Meet design director Allison. Get a glimpse of her everyday life—a project she's been working on, her biggest hobby outside work, and the things she loves best about London.