A Sample of
Our Work
We're proud to contribute to
our clients' success
Developed and Led the Customer Experience Strategy
We developed the customer experience (CX) strategy, governance model, and led the CX competency to enable data-informed decision making.
We established a CX task force comprised of cross-functional leaders across the organization. We then worked with this group to develop a CX vision that aligns with the organization’s mission, set clear goals for the CX program, aligned metrics and signals with those goals, and created action plans based on analytics outcomes. To ensure success, we implemented a change management plan and identified key performance indicators (KPIs).
This ongoing work requires continuous socialization and education, while also serving as a foundation for prioritizing technology decisions that support the evolving digital landscape.
Created Terra's North Star Vision
We led the product vision for Terra, an open source genomics platform.
With an organizational goal to appeal to researchers, data owners, and software developers in a multi-cloud environment, we re-envisioned the platform. After understanding goals and vision, we executed robust qualitative and quantitative research, defined the personas, crafted critical user journeys, and created an interactive prototype.
This work was done through deep collaboration with multiple funding partners, and teams from UX, engineering and product.
Ultimately the work was critical to secure millions of dollars in funding.
Defined the ML Strategy
As machine learning becomes a critical component to drug discovery and development, this company wanted to understand how to support this growing competency.
After working with leadership to understand the vision and goals of machine learning, we conducted research across the global user base to understand their needs, challenges, tools used, how they collaborate and specific projects they are working on. This resulted in a robust quantitative segmentation and made strategic recommendations on the platforms, environments , and support needed.
This endeavor is expected to result in a 35% reduction in software expenses and unlock limitless insights through novel methods and collaborative efforts.
Created the Data Catalog
The company has a tremendous amount of data, but finding it and leveraging it has been a challenge.
We conducted user research and worked with a cross-functional group of stakeholders to design the experience in a user-centric manner. Through multiple rounds of conceptual artifacts, supported by collaboration workshops, we designed the interface and a clickable prototype. We then went through multiple rounds of usability testing and worked with the teams to develop a phased approach for agile development.
Still in development, it is expected that this will shorten analysis projects by over 20%, and expose more people to more data.
Created the Pre-Cruise Planner
Based on an idea from a Royal Caribbean executive, we developed the business strategy, design strategy, prototypes, and supported the technical development of the pre-cruise planner.
The user-centric product was based on strategic goals and supported by our qualitative and quantitative research. To accomplish this, we worked closely with a cross-functional group of stakeholders to ensure viability from a business perspective.
This work ultimately increased in per-person revenue, while reducing costs, as staff gained deeper insights into passengers’ needs from one voyage to the next.
Quantified the Multi-channel Experience
Given that Michelin has no retail stores, it needed to understand the entire lifecycle experience—from researching products, to the shopping experience, to customer support. Moreover, it wanted to understand the experiences across its multiple brands Michelin, BF Goodrich, and Uniroyal, and in three geographies: Mexico, USA, and Canada.
We conducted in-depth research: interviews with tire buyers and retailers across geographies, contextual inquiry of the buying process, quantitative research, and market research. We ultimately created personas and for each identified: their preferred channels, signals to understand, and quantified primary journeys.
This work redefined the structure of the entire North American marketing group, created the backlog for multiple channels and products, and defined a new analytics strategy. The entire North American organization experienced benefits and the marketing organization saw a 10% reduction in expenses and increased outcomes by 35%.
Envisioned ReebokONE
Reebok set a corporate goal to increase affiliate sales.
Through research, we found that fitness professionals have an enormous emotional impact on their end clients, yet they needed support to manage and grow their business. We created a vision, concepts, and the ultimate implementation plan.
The strategy was to engage the fitness professionals in three main ways: offering them tools to help them manage their business, providing them a platform to offer online classes, and creating a personalized storefront where they would get commissions for sales.
This project drove a new sales channel that exceeded expectations by 3x.
Defined the High Net-Worth Experience
With a goal of understanding how to better serve high net-worth clients, our team conducted research to define distinct segments and explore how digital tools could enhance the service model.
In collaboration with various groups at Fidelity, we mapped client journeys and designed experiences and interfaces to enable the high-touch service approach. After developing personas and journey maps, we created prototypes and gathered feedback from clients and advisors through interviews and usability testing.
Utilizing these insights, we iterated on the designs and workflows to optimize the client experience.
Optimized the E-commerce Site
Philips Lifeline’s web experience received an increasing amount of visitors due to marketing initiatives. However their website conversion was lagging.
Among our first initiatives was to look at analytics, but the reports were not available. We took a three fold approach: 1) conduct a heuristic review of the site; 2) recruit users to conduct usability studies on pages of concern; 3) tackle the analytics, which we knew would take significant time and collaboration with their IT teams.
Within one quarter, we redesigned several pages in the checkout flow, increased conversion 2-fold, and set up a long term plan of action. In addition, we set up a low cost usability lab and created processes for testing.
