We help organizations deliver relevant, measurable experiences for their clients, citizens, and employees. Our approach connects human needs, business goals, and operational reality to accelerate value from strategy through execution. 

At CGI, our business consultants help clients assess current journeys, design and orchestrate end-to-end experiences for clients, citizens, and employees, and build the capabilities and governance needed to deliver consistently, operate confidently, and transform at pace. 

Pragmatic to the core, we focus effort where value and feasibility intersect. Short, outcomeoriented sprints derisk ideas through prototyping and testing; clear KPIs (e.g., NPS, adoption, timetovalue) keep teams aligned. We enable your organization with playbooks, design systems, and governance, and we build accessibility, privacy, and security in from day one, so improvements are measurable, compliant, and built to last. 

from strategy through execution

A person-centered, outcome-oriented approach

A personcentered, outcomeoriented approach

Effective human-centricity is essential to sustainable growth and public trust: Consumers and users expect simple, personalized and responsible experiences. Transformation is essential to deliver experience-centric, transparent and inclusive services. 

It requires a comprehensive approach that aligns strategy, investments, and operating models with real human needs, making service design a central discipline and embedding measurement, accessibility, and continuous improvement across channels.

We blend research, strategy and design to turn insights into validated concepts, and then into services at scale. We map end-to-end journeys, uncover pain points and unmet needs, and quantify opportunities. Because services span channels and teams, we design the whole system (people, process, technology, and policy) so experiences are consistent and resilient.

What we offer

Advisory & Strategy
  • Customer (CX) and citizen experience strategy
  • Employee experience (EX) strategy
  • End-to-end service design
  • Ecosystem and journey mapping
  • Target vision, roadmaps, and value/feasibility-based prioritization
Research & Evaluation
  • Customer/user and employee studies
  • Usability and concept testing
  • CX/EX measurement (NPS, CSAT, CES, adoption, time-to-value)
  • UX measurement (Task Success Rate), AttrakDiff, SUS (System Usability Scale)
  • Experience audits and maturity diagnostics
Design & Delivery
  • Prototyping, content, and UX/UI
  • Design systems and accessibility guidelines
  • Learning design
  • Omnichannel experiences (branch/store, web, app, contact center)
Operations & Governance
  • Human centric operating models and experience governance
  • Training and coaching

Proven experience in complex environments

As an end-to-end experience partner, we bring deep insights and practical know-how, from discovery research, journey mapping and service blueprinting, through concept design change enablement, and measurement. Our work is rooted in proven outcomes from decades of advising and building client-, citizen-, and employee-facing services in complex environments across industries, including the public sector, financial services, energy & utilities, and healthcare. 

Across CGI’s global network of business consultants specialised in design and research, we help organizations listen, learn, and improve at scale.  

Related Case Studies

Teaming up with the City of Lethbridge to deliver citizen-centered services | CGI Canada Designing a human-centered experience for the field workers of a large Canadian electrical utility | CGI Canada