Obsessed with building better customer experiences
We are Profound, an award-winning experience design agency obsessed with building solutions for better customer experiences.
We are a little bit more human, a little bit different, and we know our clients appreciate that. We approach everything we do with a customer perspective, and this approach has been highly valued by brands, including Interflora, Unilever, Majestic Wine, WE Fashion, Jewson, Screwfix, B&Q and many more.
We have over 20 years of experience helping B2B and B2C organisations to build great customer experiences, make smarter technology choices & prepare for digital transformation. Typical ways we help include:
Experience design and service design to help innovate customer experiences
Design and build of websites, mobile apps, customer portals and enterprise-scale eCommerce channels to help customers engage with brands digitally
Integrating back-office systems together to move data between business systems seamlessly
Technology consulting, selection, and modernisation to help organisations digitally mature
Data strategy and consulting to operationalise data and insights across an organisation
Continuous improvement delivery to optimise digital experiences beyond go-live with customer insight and strategic focus
Supporting business-critical customer channels with 24/7 support to keep organisations online when the worse happens.
We have won multiple awards for our UX and digital transformation work. We were one of the first agencies in the UK to adopt MACH / Headless / Composable technologies because we recognised the potential of this modern technology approach for delivering great digital experiences.
Visit our website https://www.profound.digital to view our client stories and learn from our insights. And if you would like to explore working with us, drop us a line on our website, or send our Founder and CEO, Tim McMillen, a message on LinkedIn https://www.linkedin.com/in/tim-mcmillen/
Min project size
$25,000+
Hourly rate
$150 - $199 / hr
Employees
10 - 49
Locations
Basingstoke, England
Year founded
Founded 2005
1 Locations
Basingstoke , England
No have been added yet...
Pricing Snapshot
Min. project size
$25,000+
Avg. hourly rate
$150 - $199
/hr
Rating for cost
4.1
/5
What Clients Have Said
Profound offers competitive pricing that aligns with client budgets, delivering good value for cost. Clients highlight the company's culture fit and responsiveness, though some noted the need for tighter project timelines and more competitive pricing in certain instances.
Clients appreciated Profound's creative and innovative approach to problem-solving, which helped in overcoming complex challenges effectively.
Customer Experience Improvements
Clients noted significant improvements in customer experience and user journeys on their platforms, thanks to Profound's work.
Successful Project Outcomes
Profound successfully delivered projects that met or exceeded client expectations. Improved website performance, reduced costs, and increased order volumes were common results.
Effective Project Management
Project management was generally well-received, with Profound delivering on time and managing expectations well. Some clients noted slight delays but acknowledged overall success.
Exceptional Written Output
Clients lauded the high quality of Profound's written deliverables, including user stories, service blueprints, and project documentation.
Impressive UI/UX Design
Profound's design capabilities, particularly in UI/UX, were frequently mentioned. Clients were impressed with the modern, user-friendly designs that adhered to brand guidelines.
"The quality of their written output was exceptional."
Oct 23, 2023
Senior Product Manager, Arqiva
Anonymous
Verified
Telecommunications
Portsmouth, England
1,001-5,000 Employees
Online Review
Verified
A telecommunications company hired Profound to design a headless customer portal. They defined the user journey and stories, validated the requirements, prioritized features, and designed the dashboards' UI.
Profound established a high-quality baseline framework that formed the bedrock of the client's product development cycle. The team clearly defined and strictly followed the project's scope and tracked progress well. Their responsiveness and ability to understand a complex project stood out.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Senior Product Manager of Arqiva
Describe what your company does in a single sentence.
At the heart of broadcast and utilities in the UK and abroad, Arqiva provides critical data, network and communications services
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Profound to accomplish?
Provide expertise to support Arqiva in the development of a future state customer Journey
Design and produce wireframe mock ups to support development of a customer headless portal
Production of high quality service blueprints
Development of fully formed development user stories
SOLUTION
How did you find Profound?
Referral
Why did you select Profound over others?
High ratings
Great culture fit
Good value for cost
Responsiveness
How many teammates from Profound were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Creation of customer journey and service blueprints
Validation of existing customer requirements
SME stakeholder workshops to help define product definition - produce document
Feature prioritization
User story definition and creation
Concept development of customer headless portal
Creation of UI dashboards
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
High quality baseline framework established
User Stories and Customer Journey maps that formed the bedrock of the product development build cycle
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Not only was the scope clearly defined it was stuck to rigidly. Progress was clearly reported on tracked delivered against by a dedicated project manager
What was your primary form of communication with Profound?
In-Person Meeting
Virtual Meeting
Email or Messaging App
What did you find most impressive or unique about this company?
Ability to respond quickly and to change in scope.
Ability to get to grips quickly with complex subject matter and engage with broad subject matter experts.
The quality of their written output was exceptional
Are there any areas for improvement or something Profound could have done differently?
Im struggling to think of significant areas of improvement
RATINGS
5.0
Quality
4.5
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.0
Value / within estimates
Willing to Refer
5.0
NPS
"Excellent experience - Would use again
E-Commerce ReDesign & Dev for Local Florist Community
E-Commerce DevelopmentUX/UI DesignWeb DesignWeb Development
Confidential
Jan. - Dec. 2021
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
"They were responsive to our needs and provided on-time delivery."
Aug 3, 2023
Head of Ecommerce, Interflora British Unit
Jim Clark
Verified
Retail
United Kingdom
201-500 Employees
Online Review
Verified
Profound redesigned and developed a local florist community's e-commerce website. Profound integrated three sites into one platform, being responsible for UI/UX design and functionalities development.
Profound's work resulted in a 20% reduction in annual hosting costs for the client. Profound delivered a platform that can cope with increased site traffic and launch and optimize campaigns easier. The team met deadlines and was responsive to the client's needs, showing good project management.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Head of Ecommerce of Interflora British Unit
Describe what your company does in a single sentence.
We’re Interflora, a community of local artisan florists crafting beautiful blooms and delivering gorgeous gifts across the UK and internationally.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Profound to accomplish?
Replatform the three consumer-facing websites into a single, harmonised architecture
Increase agility and adaptability to serve multiple channels
Improve customer expereince
SOLUTION
How did you find Profound?
Referral
Why did you select Profound over others?
High ratings
Pricing fit our budget
Great culture fit
Referred to me
Company values aligned
How many teammates from Profound were assigned to this project?
6-10 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
The scope of work for our technology transformation project was ambitious and transformative. We recognised that our existing ecommerce platform, developed over the past two decades, required a refresh to meet modern customer expectations. Our challenge was to harmonize three consumer-facing websites and a telesales operation into a single platform while dealing with end-of-life constraints and high hosting costs.
Our business requirements included incorporating our internal designers and developers into the project to ensure ownership of the new stack, upskilling the team on the new technology, and establishing a design system for future development acceleration. The plan involved adopting a cloud-native composable architecture to achieve unfettered freedom in crafting front-end user experiences and enabling instant service across multiple channels.
We collaborated with Profound to conduct discovery and customer research, leading to the development of a design system and a compelling user experience. The technology stack selection process involved working with leading platforms like commercetools, Algolia, Amplience, and Pimberly, all aligned with microservice-led architecture principles.
Key deliverables included launching all three sites within a record time of nine months, reducing hosting costs by 20% through SaaS adoption, achieving a fortnightly sprint release frequency, and the ability to deploy key changes rapidly. Additionally, the project provided us with enhanced scalability, enabling us to handle increased site load and optimise marketing campaigns efficiently.
Overall, this technology transformation has equipped Interflora with a next-generation digital estate and a strong internal capability to continuously evolve our platform and deliver exceptional customer experiences.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
20% reduction in annual hosting costs
Ongoing new functionality delivered by SaaS vendors
Release frequency improved to fortnightly sprint releases
Ability to deploy key changes in hours (if necessary)
Ability to cope with increased site load
Ability to more easily launch and optimise campaigns
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Very well managed project involving multiple internal and external stakeholders. They were responsive to our needs and provided on-time delivery.
What was your primary form of communication with Profound?
Virtual Meeting
What did you find most impressive or unique about this company?
Great group of people. Highly skilled, drawing in further expertise when need be.
Are there any areas for improvement or something Profound could have done differently?
No
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
Web Dev & Design for Refurbished Electronics Company
Web DesignWeb Development
Less than $10,000
January 2024
5.0
Quality
5.0
Schedule
4.5
Cost
4.5
Willing to Refer
4.5
"They hit the nail on the head with this project."
Feb 6, 2024
CEO, Refurbished Electronics Company
Anonymous
Verified
Other industries
Folkestone, England
11-50 Employees
Online Review
Verified
Profound developed and designed a website for a refurbished electronics company. The team revamped the frontend, created designs in Figma, and aligned the website with the client's brand guidelines.
Profound successfully delivered the project according to the project's scope and the client's needs. The team kept the client updated via regular calls throughout the engagement. Profound's extensive knowledge, expertise, and understanding of the project's requirements were second to none.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the CEO of a Refurbished Electronics Company
Describe what your company does in a single sentence.
Refurbished devices
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Profound to accomplish?
Front end revamp
Brand style consistency across sites
SOLUTION
How did you find Profound?
Referral
Why did you select Profound over others?
High ratings
Pricing fits our budget
Great culture fit
Company values aligned
How many teammates from Profound were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Profound was given a brief to re-imagine the front end of our sites, to modernise, and ensure consistency with our brand style guide.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Team review and approval of designs in Figma
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Profound always ensure we were kept within the loop, with regular calls, and updates. They hit the nail on the head with this project.
What was your primary form of communication with Profound?
Virtual Meeting
What did you find most impressive or unique about this company?
They ability to understand the scope, the vast knowledge base, and experience they hold.
Are there any areas for improvement or something Profound could have done differently?
None
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
4.5
On time / deadlines
Cost
4.5
Value / within estimates
Willing to Refer
4.5
NPS
E-Commerce Dev & SEO for Tire Retailer & Wholesaler
E-Commerce DevelopmentSearch Engine Optimization
Confidential
Feb. 2022 - May 2023
4.0
Quality
4.0
Schedule
4.0
Cost
3.0
Willing to Refer
4.0
"Their technical expertise makes you feel that you are in safe hands."
Nov 17, 2023
Head of Portfolio Delivery, Tire Retailer & Wholesaler
Anonymous
Verified
Retail
Winchester, England
1,001-5,000 Employees
Online Review
Verified
Profound rebuilt a B2C website for a tire retailer and wholesaler. They gathered documents, integrated Commercetools, Storyblok, Bynder, and Algolia with the client's ERP, conducted testing, and enhanced SEO.
Profound delivered a well-functional website, substantially improving the client's SEO performance and order volume. Profound ensured stellar project management and effectively instructed the client on the new tools. Their communication, talents, expertise, and collaborative approach were exemplary.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Head of Portfolio Delivery of a Tire Retailer & Wholesaler
Describe what your company does in a single sentence.
Retail and Wholesaler of tyres.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Profound to accomplish?
Rebuild our B2C website onto a best-of-breed MACH architecture to improve functionality, improve SEO performance and provide a platform for future growth.
SOLUTION
How did you find Profound?
Existing vendor
Why did you select Profound over others?
Profound were our existing e-com partner
How many teammates from Profound were assigned to this project?
6-10 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Discovery, Definition (gather and document requirements), Design, Build (integrate Commercetools, Storyblok, Bynder and Algolia with our ERP), System testing, Integration testing, Performance testing, Cutover planning, Go-live, Hypercare.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
The new B2C website is performing exceptionally well. Performance is significantly better than the old website, resulting in improved SEO. Order volume through the new website has increased significantly.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Profound's project management was good, with excellent collaboration and communication. Main criticism would be overly optimistic timescales at the outset and a lack of appreciation of constraints on the customer side or where we needed more guidance to navigate through all the new tools.
What was your primary form of communication with Profound?
Virtual Meeting
What did you find most impressive or unique about this company?
Profound have some very talented people who engage is a collaborative and constructive way. Their technical expertise makes you feel that you are in safe hands.
Are there any areas for improvement or something Profound could have done differently?
Given our internal lack of knowledge in the new SAAS applications recommended to us by Profound we were expecting to be guided more closely through the process of getting up to speed on them. Profound could also do with being more competitively priced.
RATINGS
4.0
Quality
4.0
Service & Deliverables
Schedule
4.0
On time / deadlines
Cost
3.0
Value / within estimates
Willing to Refer
4.0
NPS
Web Dev & Hosting for Engineering & Manufacturing Company
E-Commerce DevelopmentUX/UI DesignWeb Development
$10,000 to $49,999
July 2022 - Ongoing
4.5
Quality
5.0
Schedule
5.0
Cost
4.0
Willing to Refer
4.5
"The team at Profound has excellent communication with ours."
Oct 26, 2023
Marketing Director, Conquip Engineering Group
Lisa Artemis
Verified
Other industries
Alton, England
51-200 Employees
Online Review
Verified
Profound was hired by an engineering and manufacturing company to improve their website's UI/UX. The team is also responsible for web maintenance, hosting, and ongoing management and support.
The client has been pleased with the engagement results thus far, thanks to Profound's service prioritization and UI/UX consultation skills. The team is highly responsive from a workflow standpoint, and internal stakeholders are impressed with the service provider's vast technical capabilities.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Marketing Director of Conquip Engineering Group
Describe what your company does in a single sentence.
Founded in the UK in 2003, Conquip has grown rapidly to become a large, global brand, recognised for innovative engineering and manufacturing, excellent service and as a genuine solutions provider to the infrastructure and construction industries.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Profound to accomplish?
Improve user experience for mutli-region websites
Increase conversion on the website
Managed service maintenance
SOLUTION
How did you find Profound?
Referral
Other
Why did you select Profound over others?
Close to my geographic location
Great culture fit
Referred to me
How many teammates from Profound were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
User journey development Managed service maintenance Hosting and live and development sites Alert and uptime management
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Service desk Incident prioritsation and management User experience recommendations and project implementations Service level and security SLAs
Describe their project management. Did they deliver items on time? How did they respond to your needs?
The team at Profound has excellent communication with ours. We find and agree clarity on the scope of work and cost, we project manage using a ticketing/web-app platform and updates are regular and clear, either via the app or with Teams calls and screen shares. They think of almost every eventuality and ask plenty of questions to manage expectations along the way.
What was your primary form of communication with Profound?
Email or Messaging App
What did you find most impressive or unique about this company?
All-round capabilities - managed service, infrastructure capabilities and projects for improvements.
Are there any areas for improvement or something Profound could have done differently?
I can't think of anything.
RATINGS
4.5
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
4.0
Value / within estimates
Willing to Refer
4.5
NPS
E-Commerce Dev for Powered Access Platforms Company
E-Commerce DevelopmentUX/UI DesignWeb DesignWeb Development
Confidential
Jan. 2020 - Jan. 2021
4.0
Quality
4.0
Schedule
4.0
Cost
4.0
Willing to Refer
5.0
"Overall, they were good, and the team delivered the objectives."
Jul 26, 2023
Director, Horizon Platforms
Marco Maccio
Verified
Other industries
United Kingdom
51-200 Employees
Online Review
Verified
Profound developed an e-commerce website for a powered access platforms company. The team was responsible for frontend development, content management, and e-commerce features integration.
Profound's delivered the project on time, exceeding the client's expectations. The team successfully met all the objectives and showcased excellent problem-solving skills. They were great individuals and highly creative in finding innovative solutions to challenges.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Director of Horizon Platforms
Describe what your company does in a single sentence.
Rental of powered access platforms for working at height safely.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire Profound to accomplish?
Allow customers to hire online
SOLUTION
How did you find Profound?
Referral
Why did you select Profound over others?
Great culture fit
Referred to me
Company values aligned
How many teammates from Profound were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
Profound worked with us to develop an online platform for our customers to manage their hires with us. This included quotations, orders, off hires and invoices. The deliverables covered everything from the front end, content management and ecommerce including necessary middleware to feed data into our erp system.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Ability for customers to manage their hires.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
Overall, they were good, and the team delivered the objectives. There were delays and these could probably have been overcome by spending more time understanding our core erp system. The more complex integration is where delays occurred.
What was your primary form of communication with Profound?
Virtual Meeting
Email or Messaging App
What did you find most impressive or unique about this company?
Great people and excellent problem solvers. They really try hard to find creative solutions to problems.
Are there any areas for improvement or something Profound could have done differently?
Communication at times could be better. Especially around what was and was not going to get delivered. However, overall they performed really well.
RATINGS
4.0
Quality
4.0
Service & Deliverables
Schedule
4.0
On time / deadlines
Cost
4.0
Value / within estimates
Willing to Refer
5.0
NPS
Showing 1-6 of
6 Reviews
Locations (1)
1 Prisma Park, Berrington Way Wade Road, Basingstoke RG24 8GTBasingstoke, EnglandRG24 8GT
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