38 Victoria Road
Auckland 0622
New Zealand

Digital, UX and Product Strategy

Product Strategy & Design Consultancy.
We specialise in tapping into the collective intelligence of your team to design next-generation digital products. 

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We work with entrepreneurs and corporates to co-create products utilising the expertise of their team to produce outcomes that align with the capabilities, culture, and aspirations of their company. Our unique ability is to lead this process from strategy to delivery. 

In order to build the next generation of digital products, we take clients on a transformative journey. Our team serve as your dedicated guides, offering unwavering leadership, expertise and support to your team during pivotal moments. We ensure you're anchored to the needs of your customers and aligned to emerging economic, social, and technological trends. 

We equip your product strategy with a compelling business narrative, a meticulously crafted customer experience prototype, and a costed plan that ensures flawless execution and success. 

Global experience has taught us that the most effective and long-lasting innovations come from within the company itself.

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Cassidy van Dyk X And Now
‘Hyper Smoosh’ 2021
Fuji Flex Print

Align to emerging trends and anchor in what matters the most to customers

Expertise

Make sense of the present by predicting the future  

The challenge all businesses face is that growth and constraints are two sides of the same coin. Your potential as a business is constrained by your aspirations, resources, processes, and values. Maybe it’s even you?

We help business leaders unlock growth by pushing all their existing constraints aside to see the potential of what their business could be. Design future-state products around customer satisfaction, digital, and data with no bias towards preserving the status quo.

Incorrectly assessing the impact of future trends risks your customer relevance, competitive advantage, and profitability. 

We develop scenarios for your product aligned to emerging economic, social, and technological factors, anchored in what matters most to customers.

We work with risk-savvy leaders who are opportunistic and know that you need to innovate to grow and take risks in the most calculated fashion.

All we ask for is the opportunity to show you what the potential of what your business could be. 

We start small. A focussed engagement to develop product scenarios, a compelling business narrative, proof-of-concept prototype, and the pathway to getting there in as little as 4 weeks. We will take your opportunity through a series of clearly-scoped and separately implemented phases. At the conclusion of each phase you’ll know what the ‘ask’ is to take the next step.

What’s different about And Now is that you not only get hands-on practitioners who design products, we actually build the product.

About

Helping businesses establish a competitive edge by creating products anchored in customers' needs

Sam Brodie X And Now
‘I, We, Community’ 2021
Mixed Media






Senior UX/UI Designer

Intermediate React/React Native Developer

Junior Front End Developer

We’re always looking to connect with individuals who want to work on the work they love. If you’re interested in working with us or learning more, drop us a note, portfolio link, or résumé. We’ll take anything you’ve got.

We’re based in Auckland New Zealand. Ranked the world's most liveable city.

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Work

CarbonClick exists to help businesses offset their carbon in a simple, transparent and meaningful way. Their overarching mission is to combat global warming and preserve the planet's ecological balance. CarbonClick has earned global recognition, built a reputation for integrity, and established itself as a leading example of excellence in the field of carbon offsetting. However, in a rapidly expanding marketplace for carbon offsetting solutions, they face the imperative to distinguish themselves from competitors, cultivate customer preference, and instil a sense of purpose within their team.

Carbon Offsetting Services, Sustainability

“AndNow pushed our business to be as brave as possible — going beyond the industry cliches to implement a brand strategy with passion and creativity. Our brand purpose ‘towards a cooler planet’ is now the driving force and inspires us to take steps forward”
Carolin Fischer, Head of Marketing

CarbonClick

Brand Design, UX Design, Front-end Web Development

This project was guided by a new brand idea that signalled a strategic shift for the CarbonClick — ’Be Cooler’. It was the catalyst for a strategic shift, encouraging a proactive stance in addressing climate change and serving as a call to action for customers.

In close collaboration with CarbonClick's brand team, And Now embarked on a mission to translate this fresh brand concept into reality. Over three months, we engaged with CarbonClick's team and their customer base to comprehensively understand their challenges, market dynamics, and audience preferences. The outcome was a ground breaking Brand Design System that defied industry cliches, positioning CarbonClick as a pioneering force. And Now meticulously curated a toolkit featuring logos, photography, illustrations, typography, iconography, and colorful, human-centric designs.

Our brand system drew inspiration from CarbonClick's name. We created a distinctive logotype that became the brand's primary identifier. The 'carbon offset' pixel within the logomark was ingeniously repurposed as a recurring signature element, seamlessly connecting illustrations, secondary graphics, and interactive components. By emphasizing the action verb 'click' in the logo, CarbonClick could assert ownership of bold brand messaging. And Now, in partnership with CarbonClick product team, advised them on how to integrated the brand design system within the product, forging an unprecedented unified CarbonClick experience.

The new voice features punchy headlines that make people think twice, as much being friendly and fun telling people what they need to know. To precisely identify messages that resonate with climate-conscious customers, we conducted extensive qualitative research involving a diverse cross-section of CarbonClick's customer base, further substantiated through online testing. This helped to fine-tune acquisition and retention communications, illuminating the critical criteria for comparing CarbonClick to competitors.

In collaboration with the in-house team, we delved into the customer journey, interface design, and key flows, to infuse simplicity into the overall user experience. We introduced a cutting-edge guided selling tool, an innovative solution that empowers customers at our carbon offsetting business to take the reins of their sustainability journey. With this intuitive tool, customers can effortlessly navigate and self-select the perfect carbon offset plan tailored to their unique business needs. This tool streamlines the decision-making process, offering clear options, guidance, and expert insights along the way. As a result, , they're putting the power of positive environmental impact squarely in the hands of those who care about the planet and want to make a difference.

“AndNow pushed our business to be as brave as possible — going beyond the industry cliches to implement a brand strategy with passion and creativity. Our brand purpose ‘towards a cooler planet’ is now the driving force and inspires us to take steps forward”

White

Steel

Sky Television is a New Zealand broadcasting company that provides pay television and broadband to over 1,000,000 customers. Their business was under pressure with a shift in the market to global streaming services. They needed to shore up loyalty among customers for their core satellite TV business. The problem was that although Sky had the content people wanted, their customer experience was not smart, personalised, or seamless across multiple devices, and it was hard to use. The existing path to purchase for joining Sky or upgrading to new products did not provide the control, choice, or transparency customers wanted either. Compounding this was the lack of available design expertise in-house to manage a project of this complexity. They needed a partner to co-design a new product to get the business where they wanted it to be.

Partner for end-to-end design and delivery of strategic product

Entertainment, Mass Media, Pay Television, Telecommunications

Sky needed a partner to design a product to get the business where they wanted to be. Someone who could develop a custom-centric value proposition and reduce their bias towards maintaining the status quo.  

Sky Television

Product Strategy, Customer Experience Design, UX Design, Digital Marketing, Industrial Design 

And Now formed an embedded team at Sky to deliver this project, working side by side with a cross-functional project team and agency partners. The ethos of the team was to put the customer front and centre in every decision. And Now put boots on the ground in user research, new product development, UX strategy, UI Design, customer experience design, and digital marketing.

The project kicked off with a 12-week discovery phase that included executive consultation, customer and competitor research, and internal engagement with a cross-section of Sky. In the initial discovery phase, we interviewed 60+ current and potential customers in their homes throughout New Zealand, exploring what home entertainment means to them and what barriers Sky needs to overcome in order for Sky to be the primary entertainment solution in their household.

We started by reframing the opportunity for the Sky Executive into a more compelling narrative: "How can we make Sky the centre of attention for every New Zealander?" A strategic idea with a nod to customer-centered design and diversification beyond TV

We helped Sky envision a new, transformative customer experience. A "one-stop-shop" entertainment solution that was smart, easy, and reliable. Something that’s tailored to the content and services people love and adapts to when and where they are. We developed a set of design principles to serve as guiderails for the new customer experience. These helped the cross-functional team focus efforts around creating an effortless multi-device experience, personalisation, content discovery, reliability, and rewarding loyal customers.

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Customer data was gathered through immersing ourselves in the daily lives of Sky and non-Sky customers, looking for unmet needs and the outcomes they were hoping to achieve We codified this into a long-list of over 150 customer benefit statements. We then surveyed over 6,000 New Zealanders to identify and rank, precisely which benefits Sky should focus on in order to deliver the biggest customer impact. This was the best of both worlds: deep, qualitative research, validated with statistically valid quantitative research. 

We then utilised a framework that enabled Sky to prioritise benefits factoring in the customer data with internal technology and commercial considerations and constraints. Sky used the conclusions from this process to crystallise the customer value proposition, prioritise roadmaps and guide feature development for the New Sky Box. 

And Now and Sky were then able to co-create a brief to design the Set Top Box and Remote Control experience, working in partnership with their global hardware partners in England, China and Malaysia. And Now designed the Hardware in close collaboration with customers and the Platform Design Team, utilising a range of lo-fi and hi-fi prototypes which enabled us to test ideas for the user experience, form-factor, colour and materials. With a blueprint of the product experience complete, Sky was now able to select international partners to advance various components of the new Sky Box, ultimately choosing the Google TV platform. 


Align to emerging economic, customer and technology factors 

The next challenge was to create an effortless 'buy and upgrade' journey which delivered increased levels of control, choice or transparency. And Now led the user experience strategy, UI design and advised on solution for Content Management System. The biggest challenge was how to test the user experience with users, with prototypes that reflected current and realistic TV content. Prior experience taught us it's too distracting for people to be presented with a concept with TV they hated! In 9 weeks we designed and built 3 hi-fidelity prototypes of the eCommerce experience with fully managed TV content. Our team could quickly spin up an authentic 'sports' or 'family' themed prototype to test with customers, resulting in better data from customers.

With launch date approaching And Now was asked to design and deliver a world-class creative marketing experience that engages, excites, and educates customers about the new Sky Box. The experience was designed to drive registrations of interest ahead of launch, then seamlessly guide people upgrade their existing Sky box experience, or for new customers, to start their Sky journey. We designed and built the digital experience and produced the content, working with our VFX partner and Sky’s inhouse Creative Team to deliver it.


Over the course of the project a global pandemic came and went, consumer perceptions about value for money shifted. Before going to market, Sky needed to check what the mood of the nation was and whether their proposed product and package pricing was going to hit the mark. And Now conducted an extensive review of the customer sentiment amongst current and prospective customers, this provided the Sky Executive with confidence the initiative was set to delight the majority of existing Sky customers and identified an untapped cohort of customers to target. To support go-to-market planning we created a messaging matrix to show how the new Sky Box value proposition and key features shifted in emphasis across different customer segments. 

Anchor everything in what matters most to customers

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Designed Hardware, Digital Marketing and eCommerce experience

Informed pricing and go-to-market strategy

Enabled 35,000 sales in the first 3 months

Epay is New Zealand's leading innovator in electronic prepaid payments with a range of services including digital and physical gifts, prepaid mobile and utility activations, integrated POS services, and e-commerce solutions. They saw a gap in the market for a hospitality and tourism experience that streamlined bookings and payments. The sweet spot was leveraging their extensive retail sales network in New Zealand. They needed a team that could design and deliver the experience from the ground up. They also needed specific advice about how to create a seamless customer experience in a sector that suffers from technological fragmentation.

Tourism, Payment processing and Prepaid Solutions

Design and Development of Mobile App for the New Zealand Tourism Industry

Locavice

Digital Strategy, UX/UI Design, Digital Marketing

The project began with an in-depth discovery process, where we worked with the Epay team to define the scope of the project, including the core requirements, potential pitfalls and opportunities, and desired features. We immersed ourselves in the hospitality and tourism sectors, shadowing front-of-house in business restaurants in New Zealand and taking field trips to busy tourism information centres to truly understand their pain points.

From apps to ticketing services and payments, we observed how operators are struggling with fragmentation in their tech infrastructure. This fragmentation poses problems both for customers who find it difficult to effectively use the resources offered as well as operators dealing with different systems that don’t always integrate easily. The lack of standards in technology frameworks further exacerbates these issues and makes it difficult to develop consistent and innovative solutions that align with customer expectations.

Prototypes for the core discovery, ordering, and transaction flows were created for user testing with staff, operations teams, and customers. After validating the journey and value proposition, we completed the UI with an updated look and feel and a new brand designed by And Now.

Start by Immersing in Daily Life of Users

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We developed an architecture that helped create better cohesion between the underlying technologies, helping to ensure tourism operators don’t fall behind in an increasingly competitive market. We leveraged CentraPass trust technology and allowed payments within the restaurants and hotels, connecting to the POS and DPS payment gateways. The architecture had to support operators with a wide range of technical capabilities and scale, from small family businesses to large corporations.

In the delivery phase, we provided front-end development, web development, QA testing, and product management capabilities. Our backend development team validated technical assumptions, developed features, and provided working source code as well as other software deliverables.

The final solution was a mobile app for iOS and Android, designed and delivered within 12 weeks. We supported Go to Market activities with content creation, sales toolkits, and participation in trade shows throughout New Zealand to assist the Epay team in building awareness amongst prospective customers.

Black

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Design and Development of Mobile App, Website, Digital Signage  

Trust has been an integral part of our society since the dawn of time. Throughout history, humans have found various ways to trust and protect each other, ranging from verbal agreements to physical contracts. In today’s digital world, however, trust has become increasingly difficult to come by due to the complexity and diversity of the networks we rely on for our daily lives. Decentralized technology has recently emerged as a potential solution to this problem, offering revolutionary new ways for individuals and organisations to securely and efficiently establish trust with one another. The Founder of CentraPass was evaluating how to commercialise their proprietary Trust technology. He turned to And Now to help unlock this opportunity through a new product and a compelling investor narrative.

Trust technology to revolutionise customer identity management

Customer Identity and Access Management, Technology

Product Strategy, Architecture Strategy, Front-end Development

The first step was an in-depth immersion into what trust means today by applying the principles of Lean Product Development and Human-centred Design. We conducted over 75 hours of primary research into customers and observed behavioural patterns around "trust" when travelling, paying, proving identity, and applying for products and services. We also incorporated research into decentralised technology and meta-trends that drive investor engagement in the sector.

We unpacked the knowledge of the founders, who opened our minds to how a decentralised identity ecosystem is the future of trust online. A vision started to take shape of a future-state industry where service providers can enable secure customer onboarding and access with less effort, identity verification, and complicated password requirements. We locked in on the idea of "Trust Technology" as a single organising idea for the brand and product, a concept that focused feature development and communicated our unique selling point.

We helped CentraPass articulate their vision and values and laid the foundations for growth with a new purpose: ‘build a digital village where everyone can trust each other again." We brought the development team into this process to ensure we were all aligned with the common intent and aspirations of the team.

Where to play? What to offer? How to win?

Several months of development and customer testing resulted in a go-to-market strategy that included a consumer product in the tourism and hospitality sectors to "prove the technology worked" and a core enterprise product enabling the public and private sectors to embed "trust technology" into their customer experiences. We chose this approach because we believed we needed to "make a market"—prove the concept can add value in a popular sector—then use this awareness to stimulate demand. After successfully launching the product and proving the technology can work, we handed the consumer product to a partner to develop further, then doubled down on the development of the enterprise product.

By 2022, CentraPass had found a niche in the customer identity and access management sector and was gaining traction in the market. This took tenacity and patience from the founder, Andy Higgs, who never stopped believing. We had become a business all about making transactions online easier and reducing the risk of fraud or identity theft. After securing additional funding, we developed the most comprehensive digital enterprise identity toolkit for the New Zealand public and private sectors. Our products are now helping customers bridge the gap between physical and digital identities, where no correlative signatures are shared by their end users and their digital identity is truly under their control and for their eyes only. The net result is better privacy, a better customer experience (i.e., no passwords), and time savings from smarter KYC compliance processes that are streamlined.

Dark Grey

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Architecture strategy, Back-end and Front-end Development  

DIY investing has become more popular in New Zealand. As the sector has become increasingly saturated, it has become more difficult for financial service companies to stand out from the crowd and differentiate themselves. In 2021, the founders of Flint Wealth were evaluating a new innovation opportunity. They had identified a gap in the market for a DIY investing service that catered to more "experienced" investors. But designing a financial service was a daunting task. They knew it had to take into account the needs of the users, legal and regulatory requirements, enterprise-grade technology, and their business goals. We were engaged by Flint Wealth to help them unlock this opportunity with a customer-centred product experience and marketing website.

Helping everyday people become more informed investors

We were engaged by Flint Wealth to help them unlock this opportunity with a customer-centred product experience and marketing website.

Flint Wealth

Product Strategy, Customer Experience Strategy, User Interface Design

The first step was a customer-centred discovery phase. We wanted to road test the value proposition with real people and challenge assumptions about the product. We helped the founders build empathy with the people who would use their product and learn what benefits they really wanted. We applied the principles of lean product development and human-centred design and conducted over 50 hours of primary research. Our team observed behavioural patterns around investing and wealth creation and documented the ways people told stories about the future, which helped the founders understand and tap into the underlying values and purpose driving decision-making. To frame these insights, we incorporated research into adjacent and industry social patterns in the sector, creating the context to construct overviews and evaluate opportunities.

We also took the time to unpack the knowledge and intentions of the founders and build a deep understanding of the proprietary technology they had developed, their underlying values, and their motivations for starting the business. These insights were fundamental for the brand purpose and vision of the business.

The process assisted the founders in defining a target customer who were lifelong learners with long-term financial goals. They don't like to dabble or engage in "get rich quick" concepts and understand that spending time researching and doing due diligence in the early days can pay dividends in the long run.


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The discovery phase increased Flint Wealths' awareness in six critical areas for success when bringing a new product to market: (1) a technical awareness; (2) an understanding of why innovation needs to occur, addressing short- and long-term goals and risk versus profit; (3) the financial costs of innovation; (4) an understanding of who wants this innovation, at what price, and how to achieve it; (5) its allure to investors; and finally (6) the trust, competence, and motivation of the individuals involved.

We used customer data to define exactly what benefits we needed to deliver and the metrics for success, then overlaid a framework to prioritise each benefit that balanced the importance of customer need with user satisfaction with their current solution. This enabled us to identify the benefits that would have the biggest customer impact. We articulated and organised the value proposition around the signature benefits (one-of-a-kind, wow features), performance benefits, and brilliant basics (essential, box must be checked customer requirements).

The use of video customer verbatims and stakeholder engagement with the board built confidence in the executive and supported decisions to invest in the design and build. We transitioned into the product design phase and started to create prototypes for testing. Lean product development encourages rapid iterations, so we set up a series of sprints where different features or designs could be tested with users in short bursts. Feedback from users was integrated into future versions of the prototype until the desired outcome had been achieved.

In 8 weeks, we designed multiple prototypes of the product and fine-tuned the customer experience with usability testing, interviews with users, and field studies (observing how users interact with the service). These techniques help ensure that any changes made throughout the iterative process keep customers’ needs at heart by making sure they understand how they interact with different parts of the app's interface.

It was essential to evaluate the final version of the app before moving into a development phase. To achieve this, we used both qualitative (user interviews) and quantitative methods (benchmarking performance against industry standards). This helped reduce the likelihood that features that were not valued by customers would be built and that all customer requirements had been met or exceeded in terms of ease-of-use and functionality.

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Designed the Flint Product and Marketing Website   

Built prototypes and tested with customers

NZX listed, Precinct is the largest owner and developer of premium inner-city real estate in New Zealand. For their latest development in Commercial Bay, Auckland, they had a vision of creating a connected community that brings together over 150 retail and commercial tenants with 10,000 office workers and visitors. The core requirements Precint wanted to achieve were straightforward, but the technical solution to realise their vision was complex and would require multiple integrations. Given their bespoke requirements, there was no "off-the-shelf" solution available, and they had limited digital capability in the business to manage and deliver the project.

A digital platform that super charged a property precinct

Commercial Bay App and Digital Strategy for Precint Properties New Zealand

The first step was a technical discovery process where we unpacked product vision, user experience, and requirements. This ranged from no-fuss sign-up, booking meeting rooms, reserving a table at a restaurant, invitations to shopping events, and digital wayfinding. We wanted to ensure the experience had a premium aesthetic, delivered the right functionality, and retained the flexibility to develop new functionality in the future. We developed a new technology stack and architecture utilising a headless CMS and off-the-shelf enterprise-grade APIs, which allows for the addition of more services in the future. We then worked collaboratively with Precinct, designing detailed wireframes for key user flows aligned to the proposed architecture. Prototypes for the core ordering and payment flows were created for user testing with staff, operations teams, and customers. After validating the various journeys, we completed the UI with an updated look and feel based on Commercial Bay's new brand guidelines.

An experience aligned to customer problems that's easy to deliver

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Tenant success was critical to the project. We provided Precinct with smart marketing tools so the team could work on behalf of the 150 retail and commercial tenants. This included an app, website, digital signage, and mobile marketing toolkit—all powered by a user-friendly content management system. The admin-friendly dashboard provided their community managers and marketing teams with a full suite of configurable components, including user targeting, reporting, and analytics.

Enable tenants to engage and excite people

We enabled Precint to engage their audience using tools such as a wallet, redeemable offers, gift cards, gamified loyalty, and push notifications. Precint were able to run seasonal campaigns including "free coffee" by integrating the Commercial Bay App with the Point of Sale (POS) system at a local coffee bar and a daily chance to "spin the wheel" and win a prize, whereby successful users got a digital voucher that could be redeemed by scanning a QR Code at the operator's POS.

Seamlessly integrated digital experiences

The pandemic hit mid-project, just weeks before the Precint was due to open its doors. A decision was made to accelerate the launch of mobile food ordering, a feature that was on the roadmap but was out of scope for launch. It now became critical to the success of the app as it would enable visitors to the Precinct to safely order food from vendors from the app. A Precinct dining guide was developed that seamlessly blended editorial content and promotions, with in-app functionality helping customers to order ahead, order table service, or have their order delivered to their office. We designed, built, and tested the system in six weeks of remote prototyping. All 50 operators signed up in time to "safely" serve over 300,000 visitors to the Precinct in the first week of opening.

A seamless customer experience for vendors on the Commercial Bay App was enabled by an online order operator app, integrations with POS, payment, and eCommerce platforms, and a programme of education and training with operators. We used Big Commerce for the multi-vendor marketplace, which had zero fees for tenants and enabled customers to order from multiple operators and only pay once.

Helping businesses establish a competitive edge by creating products anchored in customers' needs

And Now Digital.

Product Strategy.
Design & Build.

Growth pilots.

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Helping businesses establish a competitive edge by creating products anchored in customers' needs

And Now Digital.

Product Strategy.Design & Build.

Growth pilots.

Product Strategy.
Design & Build.

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