Manifesto

Design is never just about appearance. It’s not just a service or a website. It’s not just about ‘why I like it’, or ‘how does it make me feel’. Design is about integrating form and function to create great user experiences. It is, ultimately, about a rich understanding of the people we call our customers and clients. Design is never just about appearance.

That’s why, at Pivot, we talk about “people-oriented, informed design”.
Our process is about methodically synthesizing creative insights from what we learn about your organization and the way your customers actually use your products and/or services.

Traditionally, a client hires a design agency, hands over a creative brief and expects the designer to come back with concepts and solutions. Our clients will tell you that we don’t work this way. Why? Because the traditional process neglects to incorporate crucial information about your customers’ real world experiences. Organizations assume that they understand their audiences, but their conclusions, gleaned from focus groups or conventional analytical tools, often miss the mark.

Our approach, by contrast, focuses on intensive design research that emphasizes the end-user as the source of inspiration for innovation. By creating environments in which we can access uncensored, spontaneous feedback, we collect insights from your customers or clients and observe how they engage with your products and/or services. This process may involve interviews, storyboarding, field research & observation sessions, scenario development, contextual inquiry, and concept and prototype trials
in real-world settings.

While most design agencies separate the research from the creative, our designers are directly involved in this process of discovery. We act as open receptors and trained investigators: identifying problems and opportunities that you, as an organization, may not see. We want to understand your customers as real people in order to develop better solutions.

Ultimately, informed design never forgets what the business is about.
We know you have to build a design, and we can help you make it better. After all, when you launch a new product or service, it’s never about what you think will work. Instead, it’s about the security of knowing that your customers will have a positive experience and then tell others.

Isn’t that the strongest marketing tool of all?