True to Form is a digital product and experience design studio, here for businesses ready to change for the better.
We’re a global team of researchers, strategists, designers, developers and all-round problem solvers who have made it our life’s work to build simple, useful and expertly-crafted ➊ experiences. Usually they’re digital, but not always.
We partner with ➋ forward-thinking businesses who understand the benefits of ethical, human-centered design to solve authentic problems.
Most often our work culminates as an app, website, or piece of software. However, we also take care of all the ➌ human things that happen alongside screen-based journeys.
We’ve been working with furniture and homeware e-commerce giant, Wayfair, since 2018. What began as a simple three day project evolved into a multi year, multi country relationship that sought to embed a new culture of design-thinking into a company that was growing faster than its processes could keep up with.
Through intensive user research, workshops and testing we stripped back and examined every facet of the experience. From the warehouse software to the way product designers are trained, we reimagined these systems through the lens of our guiding principle — human-first. Future vision prototypes now serve as a new north star for order management, onboarding and beyond. But product changes aside, our most important work for Wayfair has been instilling within the company a foundational understanding of their users that will continue to improve design practices and create value for years to come.
Pitch is a new presentation design tool reimagined for collaborative teams. We helped them test drive the new product, suggest features and check for bugs, all at the same time as creating a series of templates with their custom tools. Usually, we work to get inside the mind of the user, but here, we were the user – an advantage and pitfall, all at once. In our user testing, we worked to identify our automatic processes as designers – the shortcuts we go to day-in, day-out, without even realising and simply expect to just ‘work’.
In the templates we created for Pitch, we focused instead on our collective experiences as business owners and storytellers to breathe new life into the staid medium of presentation design.
Dubai-based Ziina are the first payments app in the Middle East, enabling everyone to send and receive money with just a phone number. This Spring, we delivered branding, UX research, design and product consulting to help them successfully raise a pre-seed round of $850,000 USD and launch their first product. But Ziina wasn’t always such a shoo-in.
Mobile payment apps are a hugely popular and ubiquitous technology in Europe and the US, but there was a major roadblock in bringing them to the ME. Various government banking regulations prohibited the key functionality that enabled P2P payments, and still do. Through close analysis of these restrictions and using extensive research and user testing, we designed a product strategy to work around the red tape, providing Ziina’s users with a mobile payment experience to rival the best.
We work in a truly flexible fashion and embrace the power of our network. A great example is our 3+ year partnership with Balkan Brothers, a full-service digital agency, where we act as a satellite research and product experience strategy team. We’ve aided Balkan Brothers to grow their client base through the ability to offer specialised services; quant and qual research and reporting, internal strategy and process alignment, real-world recommendations that lead product pivots and mindset changes.
A recent project we did with the Balkan Brothers for Progressive Insurance involved taking a critical look at their main acquisition flow. We led a comprehensive audit of the customer acquisition and onboarding experience, identifying the weaknesses and opportunities that led to a fundamental shift in the information architecture and user flows. This optimization led to helping millions of new customers better discover and learn how to save on insurance, while protecting what matters most to them.
Pupil are a spatial technology startup who had highly ambitious plans to get their spatial technology tools to market as fast as possible. Our research into the needs of homeowners and property agents helped us to understand it's the little things that make a person comfortable when a surveyor is entering their home… (like bringing shoe covers, because the socks of a stranger can be awkward). We shaped a user experience and product strategy that placed trust, tracking and accountability at its heart.
Our successful relationship with Pupil led to ongoing product design, research and branding leadership. Pupil’s first product, Spec, has grown into a leading virtual tour supplier in the UK since it launched in 2018.
It’s ok if you don’t have a brief yet.
We prefer it.