Gallagher came to us with a challenge that many established tech companies face: how do you modernise customer experience when you've been successful doing things one way for decades?

The Challenge

Gallagher's customers were increasingly expecting consumer-grade digital experiences, but the company's touchpoints felt fragmented and technical. Different teams owned different parts of the customer journey, creating inconsistencies that made it harder for customers to get value from Gallagher's sophisticated security solutions.

The challenge wasn't just about making things look better – it was about creating cohesive experiences that helped customers understand and maximise their investment in Gallagher technology.

How We Approached It

We started by mapping the entire customer lifecycle, from initial research through installation, ongoing support, and system upgrades. The goal was to identify friction points and opportunities to create more seamless handoffs between different teams and touchpoints.

We worked closely with Gallagher's various departments to understand their constraints and expertise, then designed solutions that leveraged existing strengths whilst improving the overall customer experience.

What Made It Special

Rather than imposing a one-size-fits-all solution, we created a flexible framework that could accommodate Gallagher's diverse product portfolio and customer types. The approach recognised that a small business buying an access control system has different needs from a government agency implementing perimeter security.

We built scalable design systems and processes that teams across Gallagher could adopt and adapt for their specific customer contexts.

The Reality

We delivered a comprehensive customer experience strategy with practical tools and frameworks that Gallagher teams could implement immediately.

The new approach creates more consistent, valuable interactions regardless of which part of Gallagher's business customers engage with.

Unified customer experience framework spanning all Gallagher touchpoints
Scalable design systems that teams across the organisation could adopt
Improved customer journey mapping identifying key optimization opportunities