CX Insight

We empower leaders and organizations to accelerate digital transformation.

CX Insight is a team of experts in Insight-driven Customer Experience that empowers leaders and organisations in virtually every industry to accelerate Digital Transformation through Agile and Sustainable Human-centred Approaches.

Together with UX Indonesia as our exclusive partner, you will be in the good hands of international Indonesian and Australian-based companies.

We have helped hundreds of local and multinational companies to enter the Indonesian market, ideate, design, develop, and improve products and services loved by millions of Indonesians and the rest of Southeast Asia.

Read our Case Studies.

Training and Certification

Be UXed workplace-ready and certified to be successful in your workplace with a live support from UX Experts.

Consulting

Design and evaluate your products and services, get advice, trained, and certified by experts.

100+

Projects Completed

100%

Certified UX Professionals Employed

1000+

Training hours delivered

1500+

Professionals trained and certified

Case Studies

We work with you using agile and sustainable human-centred approaches

Digital Information System Redesign

Digital Information System Redesign CoverDigital Information System Redesign Cover

Need

One of the Southeast Asia’s largest banks needed to improve their digital information system.

Challenge

Thousands of information pieces in multiple formats and layouts were scattered all over the Intranet in ambiguous categories.

Methods

Design Sprint, Journey Map, Card Sorting, Cognitive Map, Contextual Inquiry, Diary Studies, Ethnographic Field Studies, Focus Group, Information Architecture, In-Depth Interview, Survey, UI Expert Review, Usability Testing

Outcome

The employees became happier and more productive, while the usage adoption of the system has increased at least double the numbers before the redesign.

Digital Music Service Application Design

Digital Music Service Application Design CoverDigital Music Service Application Design Cover

Need

A global digital music provider needed to receive insights on an application design for emerging markets.

Challenge

The user experience design must be optimised on low-spec and older mobile phones with limited and unstable data connection.

Methods

A/B and Multivariate Testing, Ethnographic Field Studies, Intercept Studies, In-Depth Interview, Usability Testing

Outcome

A light-weight digital music service application design that is fast, interactive, and uses less storage, data and battery power to optimise performance.

Evaluating the Design of Driver-Rider Matchmaking

Evaluating the Design of Driver-Rider Matchmaking CoverEvaluating the Design of Driver-Rider Matchmaking Cover

Need

A multinational ride-hailing company needed to design and evaluate the new Driver-Rider Matchmaking feature.

Challenge

A mix between evaluation, design and development happen in parallel within a short period of time in several iterations, requiring real-time backend fix in a multi-role environment with users on the field.

Methods

Usability Testing, Role Playing, Contextual Inquiry, Intercept Studies.

Outcome

Optimised design based on distance, loyalty status, and driver’s rating.

Transforming the Customer Experience of Bank Branches

Transforming the Customer Experience of Bank Branches  CoverTransforming the Customer Experience of Bank Branches  Cover

Need

One of the Southeast Asia’s largest banks with more than 1,000 branches needed to integrate its digital and offline channels, impacting the experience for millions its customers.

Challenge

The current branch-related products and services are not yet aligned and optimised.

Methods

Service Design, Value Proposition Map, Journey Map, Analytics, Concept Map, Contextual Inquiry, Diary Studies, Ethnographic Field Studies, Focus Group, In-Depth Interview, Product Audit, Survey, UI Expert Review, Usability Testing

Outcome

A line of new products and services that synergise with each other in an integrated channel framework.

Cultivating Digital Transformation Culture in the Desert

Cultivating Digital Transformation Culture in the Desert CoverCultivating Digital Transformation Culture in the Desert Cover

Need

An international telecommunication company headquartered in Middle-East needed to embed Design Sprint and customer-centred thinking in its agile processes.

Challenge

C-level Executives used to work in silos.

Methods

Design Sprint, Design Thinking, Usability Testing, In-Depth Interview, Journey Map, Intercept Studies.

Outcome

The C-level Executives were immersed in Design Sprint, including UX processes, enabling them to change their mindsets and make better decisions for the current and new products and services in an agile process.

Empowering women and the marginalised groups in inclusive e-commerce

Empowering women and the marginalised groups in inclusive e-commerce CoverEmpowering women and the marginalised groups in inclusive e-commerce Cover

Need

A multinational e-commerce company needed to improve its business metrics through its mobile application.

Challenge

Design a mobile application to streamline the business and customer service processes across different channels.

Methods

Journey Map, In-Depth Interview, Usability Testing, Focus Group, Participatory Design Workshop.

Outcome

High-fidelity prototype of the application and actionable recommendation to improve business processes.

What People Say

The honest opinion of our clients is the best indicator of our high-quality services.

Clients

Google
Spotify
Mozilla
Grab
Whitepages
Ooredoo
Telkomsel
Telkom Indonesia
Astra International
Qualcomm
Charles Darwin University
Edith Cowan University
Sophie Paris
Magic
ILO
IBM
BCA
BTPN
DBS
OCBC NISP