In general, we walk you through a specific process or ‘toolkit’ they follow when approaching a problem or project. This will likely be a set of steps we will take to solve user problems and create engaging experiences. Key concepts or methods used to carry out this process may include but is not limited to: competitive audits, stakeholder interviews, user research involving interviews and surveys, content audits, information architecture, user personas, business model canvases, mood boards, storyboards, empathy maps, use case scenarios and user flows, customer journeys, wireframes, mockups, and prototypes. We use UX design techniques such as observing interaction design standards, best practices, conventions, and rules-of-thumb known as 'heuristics'.