KIN AND CARTA PARTNERSHIPS LTD

Conversational UX Design and Build

Kin + Carta combines knowledge from years of delivering market leading user experiences with deep technical knowledge around cloud interactive voice response (IVR) and AI solutions, to design conversational interactions that customers love and are operationally efficient to operate and maintain.

Features

  • Establish project goals and success criteria
  • User research and testing
  • As-is and To-be architecture definition
  • Telephony architecture design and partner recommendations (if applicable)
  • User intent mapping
  • Production of training scripts
  • Implementation of agent intent flows
  • Telephony infrastructure configuration and deployment (if applicable)
  • Configuration for insight generation, agent assist, and knowledge base integration
  • Collection and analysis of user feedback from prototypes and MVP

Benefits

  • Approach heavily informed by research and testing
  • Fast iteration through use of low and high fidelity prototypes
  • Focused on better enabling user and business outcomes
  • Supports more responsive and personalised interactions
  • Greater scalability of services, as demand increases
  • Conversation recording, NLP and sentiment analysis create new insights
  • Enhance brand through creative use of personas and personalised responses
  • Upskill your staff by working together in an integrated team

Pricing

£740 to £2,000 a person a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at marco.osullivan@kinandcarta.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 1 7 0 6 0 9 9 6 2 9 0 2 2 3

Contact

KIN AND CARTA PARTNERSHIPS LTD Marco O'Sullivan
Telephone: 07710020516
Email: marco.osullivan@kinandcarta.com

Planning

Planning service
Yes
How the planning service works
We take a business and customer outcomes approach to understand the benefits and priorities for improving the existing product or service and for straight modernisation of existing services. We will research the business, market, customers and technology to understand the current-state, painpoints and opportunities for improvement.

We assess business operations, looking for efficiencies of services using technological and non-technological solutions. We assess the organisation's readiness and capabilities to adopt new practices and plan strategies for change and adoption.

We assess cloud hosting suppliers for best-fit, including multi-cloud approaches. We model these on costs, business benefits, features, existing organisational adoption and experience and a variety of other non-functional requirements, drawing up a comparable options matrix with recommendations.

We identify target state and prioritise a roadmap. We assess build/buy/modify and options that enable speed to value, whilst maintaining flexibiltiy and reducing costs.

We run proof of concepts for architecturally risky considerations and plan further mitigation strategies.

We may be able to provide immediate cost-savings through recommendations on minor adjustments and configuration.

We will propose clear next-steps that will realise benefits quickly and rapidly validate a deeper cloud modernisation approach, usually delivering value and knowledge within 3 months.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
During the discovery phase, there will be a detailed analysis of the existing technology estate that is relevant to the service being designed or modified. As requirements for the service begin to emerge throughout the define phase, our team will work to begin an evolutionary architecture strategy.

As part of this strategy, the team will make recommendations on the to-be architecture and, where appropriate, develop a migration plan for existing services. Where existing cloud strategy is present, our team will perform a detailed assessment and selection of cloud technologies and platforms, aligned with the long term needs and outcomes of the service.

During architecture elaboration, the team will consider the needs of dependent technology in context of the future plans for the service. We support a wide range of scenarios:

Migration from legacy on-prem technology estates to cloud,
Migration between cloud services,
Modernisation and evolution of services currently hosted on cloud,
Multi-cloud deployments,
Migration to new hosting strategies such as containers, cloud-functions

We have deep experience and partnerships with Microsoft Azure, Google Cloud, VMWare and Amazon Web Services. They have led cloud infrastructure design, microservice modernisation, cloud native and DevOps practice transformations for some of the world's biggest enterprise organisations.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We take an integrated approach to delivering quality. Every member of our cross-functional teams is involved - from Product Owners and Strategists to Designers, Developers and Testers. We believe quality requires high standards and attention to detail at every stage of delivery, and a range of tools and techniques. Throughout our iterative development process, we continuously apply a range of testing techniques and methodologies covering behavioural, functional, exploratory, regression, performance, security, usability and accessibility. These are applied on both a manual and automated basis. Test automation is not treated as a siloed discipline but a capability spread across engineers of all disciplines. This allows us to build automated tests in at the right level (unit, integration, snapshot, api, UI, performance and end to end) as we build software. We design our cloud based solutions on a principle of high observability, ensuring techniques such as automated logging, reporting and alerting are configured based on well defined KPIs.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security design

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
As we work with your team to discover, define and develop your cloud products and services, considering the long-term plan for operation and support will be key in achieving its outcomes and meeting organisational service resilience standards.

As the product or service evolves towards live, our team will work with your product and operational leaders to ensure that there is clarity in the desired operational KPIs, and the operational model through which it will run. This will inform a clear set of functional and non-functional requirements that ensure the service is built with resilience and operation in mind.

We can play various roles in support; from advising on the appropriate operating model to ensure service resilience, training your existing support function, through to putting in place dedicated teams with well defined SLAs to execute on the model.

We have a wealth of experience supporting cloud platforms and products, delivering high criticality support at 2nd and 3rd line, up to 24/7, using both in-team DevOps enabled support and dedicated service desks.

Service scope

Service constraints
There are no significant constraints within the context of this service offering.

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Support levels
As this service is focused on consultancy, there is a continual level of close engagement with the client, typically on a daily basis. Whilst active on an engagement, our entire team will always be available for discussion and support activities.

Part of developing the ongoing support model for the service will include designing a provision for user support.

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft, Google Cloud, G-Suite, HCL, Acoustic, VMware Tanzu, IBM

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£740 to £2,000 a person a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at marco.osullivan@kinandcarta.com. Tell them what format you need. It will help if you say what assistive technology you use.