We work with clients - large and small - across diverse sectors from technology and telecoms to financial services, retail, entertainment and leisure and the public sector.

To give you a snapshot of our work, since 2003 we've helped:

• TalkTalk increase customer satisfaction and reduce calls to customer services by re-designing the wireless router set-up experience, and user guide
• Associated Newspapers' Metro on a major re-launch of its website, and re-design of its online Fantasy Football game
• A major telecoms client to understand the evolving nature of the use of social networking to inform innovation and service development
• Microsoft understand how users experience the Xbox 360 rating and ranking system
• Not-for-profit organisation vinspired understand how to develop its new media channels to encourage volunteering among 16-to-25 year olds
• Hutchison Whampoa understand the process by which customers learn to use 3G handsets
   

"We've used new experience for two years on various projects and they've given really good advice that’s very helpful and easy to act on. You get senior people on the project who are highly experienced and know what they're doing.

new experience understands the reality of working inside client organisations. I'm impressed with the amount of care and attention the team take to understand my situation - not just the research question but why that's being asked.

new experience are at their best when we let them take a step back from improving existing products and services (althought the team are excellent at that) to explore how well our products fit into people’s real lives and how to improve them. For instance, new experience's findings for a recent project on digital  photography have been really insightful. Very powerful."

Matthew Lipson, User Experience Insight Manager, Orange

"new experience's research with our users has played an important role in the redesign of Metro's website, ensuring we maximise both user experience and commercial advantage while minimising the risk of change. Their team was flexible and easy to work with, providing us with timely and important insights throughout their involvement."

Jamie Walters, Digital Director, Associated Newspapers

"new experience have been user testing the Mobile Broadband experience for 3. They've captured the whole customer journey - from when the user opens the box, to installing our dongles on their laptop. Because new experience are a small company, I've built a great working relationship with the team. They know the 3 brand and they understand our target market.

Simon has a wealth of experience from his previous role at Sapient. He ensures that we all understand exactly what we want to achieve before we begin each project. It's this teamwork and commitment that provides the ultimate user testing experience."

Julie Kennedy, User Experience and Design Manager, Hutchison 3G

"The insights we gained from new experience's research, analysis and usability testing have been invaluable in helping us develop and refine this exciting CD-labelling service. new experience was very responsive to our needs throughout the project, delivering work of the highest quality to a very tight timescale."

Mark Hicks, Product Director, OD2

See also: OD2: developing a new product in the music downloading market

"We chose to work with new experience because of the way they combine mobile industry experience with skills in ethnographic user research and information design. Their multi-country customer research has provided us with a deep understanding of how customers learn to use their 3G handset, from which they then developed a global handset user guide. Their integrated approach to research and design led to a creative solution that met the requirements of our very demanding brief."

Michele Carter, Brand Identity Manager, 3

See also: 3 Telecommunications – how customers learn to use the 3G handset

"new experience is sensitive in their research methods and gave us a deep understanding of how our users experience Xbox 360. They have helped us deconstruct the challenge of TrueSkill and given us the insights we need to enhance the gaming experience."

Professor Richard Harper, Senior Researcher, Microsoft Research, Cambridge UK

"new experience were really straight forward to work with. I'm confident that the website we've just launched is going to meet users' needs more, thanks to the work we did with new experience.

"Simon inspires confidence and he goes about things in a measured way. He thinks hard about what you are asking for – and why you need to know it. The research got us to think about analogous services that work and are popular with young people. It made the needs of our users much more concrete."

Martin Curley, Web Development Manager, vinspired

"This was the first time we had applied an ethnographic approach to intranet usability. We gained deeper and richer insights this way. The model that emerged from the research was simple, clear and intuitively right. It was invaluable for building consensus within and between project stakeholders and the design team. Not only were we able to make the intranet more useful and usable, we now have a tool to support ongoing development of our intranet."

Mark Bickerdike, UK Intranet Manager, HSBC Bank plc

See also: HSBC makes its intranet easier for employees to use

"Working with new experience has exposed us to a rigorous approach combining user research and testing with information design. The value to Royal Mail of working with new experience throughout the user-centred design process is that we have achieved excellent solutions more quickly and more cost-effectively. We can rely on new experience to take a lead from the start yet also keep us closely involved throughout, resulting in an efficient and rewarding working relationship."

Jane Dillon, Head of Ergonomics, Royal Mail

See also: Royal Mail: making routing labels more ergonomic and efficient

"The insights we gained from usability testing of our new services were invaluable in creating a great customer experience for our brand. new experience were sensitive to our situation as a start-up mobile photo-blogging service and were able to work on a limited budget with short timescales while delivering an excellent service to us."

Juliana Ferreira, Senior Interaction Designer, ShoZu, winner of 3GSM 2007 'Most innovative mobile application'

"new experience's research and analysis helped us understand our target audience in a way we never had before. Their representation of prospective students' experience has proved an invaluable tool for formulating our recruitment communications and activities. They opened our eyes to the benefits of conducting in-depth and in-context user experience research."

Dr Janthia Taylor, Director of Digital Futures, Ravensbourne College of Design and Communication

 See also: Ravensbourne College attracts over 50% more applications

"We were all impressed by the understanding you attained in such a short space of time about our organisation and the people we deal with. Your understanding made the findings and the recommendations very relevant to the practical needs of our visitors, and to the way the Commission for Racial Equality actually works.

I'm very pleased with how this project has gone; it's gone a long way to answering all the questions I posed in the original brief. I would certainly recommend new experience to anyone from an organisation similar to ours."

Richard Newton, Web Editor, Strategy and Communications Directorate, Commission for Racial Equality (now the Equality and Human Rights Commission)

"new experience was commissioned to undertake an in-depth usability study of our website. The results and recommendations which emanated from their work are of significant interest to us and we are totally satisfied with their expertise in this field.

new experience impressed us immensely with their extremely professional and competent approach. Working with them was a very pleasant business experience and we wouldn’t hesitate to recommend them."

Aidan Forestier-Walker, Director of Operations, i-escape.com