Through an iterative approach working in conjunction with consulting Design Strategist Fiona Ingram, Grade systematically worked through the challenges and requirements of a very complicated User Journey creation system, an administrative vendor interface, as well as considering the end users – customer service representatives, and customers themselves.

Grade designed an interface that would allow the User Journey to branch organically along different paths depending on the response of each customer.

The system had to be fully configurable and allow the vendor to create endless variations of questions, using multiple question types that could lead to multiple related questions – all without becoming overwhelming or confusing.

Finally, to help the client visualise a real-world solution Grade put together a selection of colourways with a layout closer to a final product.