Designing
for excitement
in product
rollouts
Designing for excitement
in product rollouts
Designing
for simplicity
into banking
solutions
Designing for simplicity
into banking solutions
Designing
clarity
into a brand’s
positioning
Designing clarity
into a brand’s positioning
Designing
for momentum
in strategic
plans
Designing for momentum
in strategic plans
Designing
for hope
into a securities
lending platform
Designing for hope
into a securities lending platform
Designing
buzz
into product
discovery
Designing buzz
into product discovery
Designing
for joy
into saving
plans
Designing for joy
into saving plans
Designing
for reassurance
into hospital
communications
Designing for reassurance
into hospital communications
Designing
for direction
in decision
making
Designing for direction
in decision making
Designing
peace of mind
into the car
buying process
Designing
peace of mind
into the car buying process
for excitement
rollouts
for simplicity
solutions
clarity
positioning
for momentum
plans
for hope
lending platform
buzz
discovery
for joy
plans
for reassurance
communications
for direction
making
peace of mind
buying process
peace of mind
Discover how our unexpectedly lekker solutions, crafted to be both functional and delightful, have helped numerous businesses navigate the complexities of digital transformation and innovation, while enhancing user experience and performance.
Innovation &
Transformation Projects
Healthcare
Strategy and Design for Life Sciences Data & Analytics Portal
- UX Research
- Workshops
- UX Strategy
- UX/UI Design
- Copywriting
We combined UX and product strategy with the execution of UX/UI design to deliver a new self-service analytics platform for a healthcare leader. The platform is designed to let internal staff define and filter patient populations, and select from several analysis package templates.
The combined analytical solutions were designed and packaged as one user-friendly product empowering internal teams to deliver distinctive insights and intelligent analytics solutions for pharmaceutical, biotech, and medtech organizations. We also created a new UI design for the portal and designed accompanying branding & marketing materials to communicate the value of the offering.
Finance
Tailored Small Business Solution for Best-In-State Bank
- UX Research
- UX/UI Design
We custom-designed a mobile experience for small business customers of a best-in-state bank. To evaluate and improve user journeys, we conducted strategic UX research which informed our design for a digital onboarding concierge.
The concierge provides each user with a business health assessment and allows customers to manage their small-business banking needs more efficiently in one consolidated mobile application.
The solution included a financial dashboard and intelligent digital tools tailored to help business owners better manage their finances, with a focus on the unique aspects of their local communities and specific business needs.
Education
Strategic Brand Refinement for US Sports Camps
- UX/UI Design
- Branding
- Copywriting
US Sports Camps engaged us to strengthen its brand positioning and solidify a brand presence that would inspire internal stakeholders, employees, and key target audiences, as well as pave the way for future growth.
We supplemented existing research with stakeholder interviews and dynamic brand workshops to align the brand’s core values and vision with the leadership team’s aspirations. These activities were essential for capturing the essence of US Sports Camps and setting a clear direction for the brand’s evolution. To vividly articulate the brand’s mission and ensure consistent communication across all channels we developed a distinctive brand personality and voice alongside a detailed Brand Book.
This strategic branding initiative positioned US Sports Camps to continue leading the youth sports industry with a renewed, cohesive brand strategy that promises continued growth and influence.
E-commerce
Elevated the B2B Shopping Platform for the World’s Largest Retailer
- UX Strategy
- UX/UI Design
To support the launch of a new B2B e-commerce platform for the world’s largest retailer, we applied our UX/UI expertise to create a seamless and intuitive shopping experience tailored to business customers.
Bringing this vision to life included creating user personas, mapping the steps around a specific experience, as well as establishing and outlining user needs and business requirements.
We defined key moments for the MVP launch phase and articulated potential opportunities in the post-MVP phases.
Healthcare
Innovative Analysis Platform Creation for Healthcare Executives
- UX Research
- Workshops
- UX Strategy
- UX/UI Design
- Copywriting
This project used three of our primary capabilities, UX strategy, UX architecture, and UI design, to create a platform where executives can evaluate and identify opportunities within their organization to transform healthcare experiences.
The new platform analyzes systems within the company and identifies opportunities to improve health outcomes, quality of care, cost, and revenue. The tool also creates a roadmap to action for each opportunity, providing executives with a step-by-step playbook to enact change. This platform has since become a potent tool to transform health systems and increase the adoption of value-based care across the organization.
Manufacturing
Reimagined Digital Workflow & Platform for Cement Ordering Experience
- UX Strategy
- UX/UI Design
To re-conceive the manual product-ordering process for this manufacturing client, we digitized their entire workflow and created a mobile experience that enables team collaboration and improved transparency.
The new platform allows teams to order and track supplies for individual construction projects with a more seamless workstream while integrating all the necessary details from a pre-existing manual process.
Healthcare
Transformed End-to-end Member Communications for Healthcare Enterprise
- UX Research
- Workshops
- UX Strategy
- Service Design
In a strategic initiative to overhaul end-to-end member communications, our team engaged extensively with stakeholders from over 15 diverse groups within a major healthcare enterprise.
Through more than 20 interviews and several collaborative workshops, we developed a deep understanding of the existing challenges and opportunities in how the organization communicates with its members.
This groundwork led us to create a comprehensive plan to enhance communications across the organization. We actively refined this strategy through continuous stakeholder feedback, ensuring it aligned with the broader organizational needs and secured its effective implementation and integration.
E-commerce
Revamped E-Commerce Platform for a Leading Women’s Health Products Company
- UX Research
- UX Strategy
- UX/UI Design
Using a comprehensive approach, we leveraged personas developed from consumer research to optimize our client’s e-commerce platform. We redesigned the site’s navigation, content strategy, and purchase flow.
Our Competitive/Gap Analysis shaped the architecture and content strategy, ensuring product categories met user needs effectively.
We also conducted a content inventory to evaluate what to keep, enhance, or remove. The redesign included restructuring page sections and modules to improve clarity and engagement. The outcome was a streamlined, user-friendly website that provides a better shopping experience and enhances the company’s online presence in the category.
Finance
Digital Transformation in Banking: Streamlined Loan Processing System
- UX/UI Design
A prominent global bank tasked us with strategically upgrading its digital infrastructure in response to the digital disruption in consumer lending. They set out to compete with traditional and FinTech entrants to the space of online consumer loans.
We created a user-friendly application for the bank’s customer service representatives to transform a traditionally complex loan verification process into a seamless, customer-centric experience.
By simplifying the verification process, we significantly reduced wait times for applicants. The portal’s design included simple card layouts, minimalistic UI elements, and strategic data visualizations, which helped guide agents through the customer support process, from initial application to post-loan servicing. Agents are now able to manage their caseloads more effectively while aligning with the bank’s branding to ensure a consistent user experience.
Education
Developed a Comprehensive Design System for a Nonprofit’s Global Mission
- UX/UI Design
- Design System
For Generation, a global nonprofit focused on job training and placement, a robust digital presence is essential to reach and engage learners worldwide. We developed a comprehensive UI design and design system for all digital interactions, including candidate applications, volunteer recruitment, and the learner portal.
The new design system reduces cognitive load, streamlines user tasks, and ensures a consistent, user-friendly experience across platforms. Key processes were automated to enable Generation’s country teams to expand their reach and efficiently manage interactions with learners, educators, and employers.
The result: product development accelerated by 70 percent, establishing a robust foundation for scalable design guidelines and rapid updates and enhancing Generation’s ability to transform students’ lives globally.
Healthcare
Improved Retention for Seamless Medicare Transition
- UX Research
- Workshops
- UX Strategy
- UX/UI Design
A national healthcare provider struggled to retain members transitioning from under-65 commercial plans to full Medicare coverage, so they set out to redesign the aging-in member user journey. The goal was to increase Medicare conversion by 35% and expand membership to 500,000 within five years.
We led an extended design sprint that helped document, understand, and share insights about the customer journey, pinpointing key intervention opportunities for transitioning members. We introduced the resulting customer-validated solution during the age 64 Open Enrollment Period, when members renew their “final” commercial plan.
This approach provided options for right-size plans and included personalized guidance and expert consultations for a smooth transition to Medicare.
Finance
Streamlined Research & Strategy Tool for Investment Analysis Teams
- UX/UI Design
We designed a new portal experience to dramatically improve the research process for teams specializing in investment analysis. It features a search interface across an extensive archive of investment-related materials and a searchable knowledge base of insights from expert interviews on niche industry topics.
This base has an interactive AI interface for real-time queries and automated trend analysis that allows users to understand evolving market dynamics more quickly. The portal also includes a comprehensive database of private equity firms to help prepare strategic documents more efficiently, accelerating the path to impactful insights.
By merging these tools into one cohesive portal, we’ve created a user-friendly solution that speeds research and enhances the effectiveness of strategic decision-making.
Healthcare
Enhanced Digital Experience for Health Centers
- UX/UI Design
- Design System
Tasked with transforming the digital landscape for Health Centers, our objective was to infuse the warmth and humanity essential to healthcare into a new, user-centric design system. This project not only aimed to enhance brand consistency but also deeply integrate the organization’s strategic vision with the genuine care they provide.
Beginning with in-depth research to understand the brand and its audience, we shaped a design system informed by detailed personas, ensuring the website not only met but exceeded user needs. This approach led to the creation of key website pages that offer intuitive navigation and a reassuring tone, crucial for users navigating complex health decisions.
The new design system and digital component library have streamlined the online experience, making it more accessible and less intimidating for patients. This consistency across digital touchpoints reinforces the brand’s commitment to care, enhancing patient trust and satisfaction.
This project has not only improved the user experience but also solidified Health Centers as a leader in patient-centric healthcare innovation.
Healthcare
Established Comprehensive CX Design Practice Across a Healthcare Enterprise
- UX Research
- Workshops
- UX/UI Design
- Service Design
We mentored and assisted in establishing a new CX design team within a major healthcare enterprise, concurrently developing a comprehensive CX design practice. Our involvement extended to introducing human-centered design methods throughout the organization to bolster support and refine the company’s approach to addressing customer needs.
During this engagement, we envisioned and strategized the future of several critical initiatives, including customer onboarding and the rewards program. Our team led numerous journey mapping sessions, design sprints, co-design workshops, and alignment sessions to achieve these goals, ensuring a cohesive and innovative approach throughout the organization.
Management
Advancing Economic Development through an Innovative Analytics Platform
- UX Research
- Workshops
- UX/UI Design
How many different ways can you parse economic data? When it comes to global economic development insights – we found a new one. We created UX design and architecture for a groundbreaking analytics platform to improve economic development insights globally.
This new platform aggregates data from multiple levels—global, national, city, and local—so stakeholders can create customized dashboards and detailed reports. Users select from various analysis templates and specify their areas of interest, including geographic regions, industry groupings, and subsectors, to generate prioritized recommendations, resources, and potential development opportunities tailored to any country or region.
Healthcare
Pioneered a Wellness Kit Pilot for At-Home Visits
- Workshops
- UX/UI Design
- Service Design
With rising healthcare costs and low participation in free wellness visits, our healthcare client needed an innovative solution. We helped develop an at-home wellness kit to boost patient engagement and free up practice time for high-value patient visits.
We conducted UX research, led workshops, and evaluated program components to make strategic recommendations to enhance the user experience. Based on the findings, we designed and delivered prototype components and tested the prototype kit with target customers.
Our successful research and service design supported the initiative team as they prepared to launch their pilot program to validate this innovative, new offering.
Healthcare
New Vision for Member Onboarding in a Leading Healthcare Organization
- UX Research
- Workshops
- UX Strategy
- Service Design
In this project, we developed a comprehensive vision to address significant pain points members experienced as they anticipated and began to use their new plan benefits. Using human-centered design methods, we uncovered specific challenges and worked closely with internal stakeholders to identify transformative opportunities.
This collaboration led to a comprehensive vision for enhancing the member onboarding experience. Our role extended beyond design; we also facilitated the socialization of this vision across the organization, supported funding initiatives for critical components, and assisted in the detailed planning of implementation stages.
Healthcare
Launched Standardized Customer Persona Playbook
- UX Research
- Workshops
- UX Strategy
A major healthcare organization faced challenges meeting customer-centricity goals. We discovered – and corrected – misaligned customer priorities, inconsistent persona creation methods, and uneven persona utilization throughout the organization.
Our team conducted a comprehensive survey and audit, identifying multiple persona sets based on diverse methodologies and data. We collaborated with over ten internal groups to establish a consistent set of personas for immediate use across the enterprise and set standardized methods for ongoing persona development.
We also created a governance structure to oversee persona creation and use and developed a framework and playbook to guide future persona research and activation. This strategic approach ensured unified and effective engagement with customers throughout the organization.
Entertainment
Revamped Reuters Online Media Guide for Global Reach
- UX Strategy
- UX/UI Design
- Branding
- Copywriting
- Development
After merging with Thomson, a comprehensive transformation of Reuters’ Online Media Guide was undertaken to showcase the new global brand identity of the merged entities. Our mission was to enhance the visual identity and operational efficiency of the guide, making it a pivotal tool for media planners, buyers, and potential advertising clients.
We developed a sleek, intuitive interface that made vital information accessible and engaging through compelling imagery and streamlined content, aiming to instill confidence in Reuters’ advertising capabilities. To support Reuters staff, we implemented a custom content management system that streamlined operations and enhanced efficiency with features such as content preview and automatic image processing.
The new Online Media Guide was just the beginning. Its success led to the creation of localized versions for key markets such as China, Japan, India, and the UK, leveraging the same efficient model to manage content globally at reduced costs. This expansion reinforced Reuters’ commitment to maintaining a leading edge in global news distribution.
Following the guide’s successful launch, our partnership extended to further brand initiatives, including the development of the “Firsts” microsite—later known as Reuters Best—to highlight Reuters’ leadership in the news industry. Additionally, we crafted a Holiday eCard campaign, enhancing client engagement during the festive season with a feature that allowed personalized eCard sharing, linking back to a holiday-themed microsite.
This comprehensive redesign not only streamlined Reuters’ interactions with global media partners but also reinforced its position as a leading news organization with a strong, adaptable brand identity.
Education
Customer Journey Optimization for a National Hybrid University
- UX Research
- Workshops
- UX/UI Design
Our goal: Enhance the user experience of prospective and enrolled students at a national hybrid university. We created a digitally enhanced approach to evaluate and improve student user journeys. Our work also included validating and setting a strategic roadmap for further self-service initiatives across key journeys.
To succeed, we conducted qualitative and quantitative customer research, developed personas and customer journeys, and facilitated design sprints and alignment workshops. By creating user-centric concepts, we introduced innovative solutions for this educational organization.
Manufacturing
Launched Analytics Tool for Cement Manufacturing Start-Up
- UX Research
- Workshops
- UX Strategy
- UX/UI Design
This launch required UX research, strategy, and UX/UI design capabilities to design an MVP digital product for our clients in the cement industry. The initial launch included analytics reports and an Opportunity to Action (O2A) feature to help users identify and act on opportunities, track actions, and assess their financial impact. This MVP was created for C60, a start-up in the manufacturing vertical.
After the MVP was soft-launched, we analyzed the user feedback and redesigned screens and functionality within the O2A flow. Additionally, recommendations were provided to the C60 team for an iterative design and testing process.
Entertainment
Interactive Discovery for HBO ON DEMAND
- UX Strategy
- Branding
- Copywriting
- Development
HBO sought to enhance awareness of its comprehensive ON DEMAND offerings. Tasked with this challenge, we crafted an innovative digital strategy aimed at engaging both HBO’s existing audience and attracting new viewers to explore HBO ON DEMAND’s content offerings.
Our approach centered on the development of the HBO ON DEMAND Mood Selector, a unique application designed to match viewer’s moods with HBO’s diverse content. This playful, irreverent tool allowed users to select their viewing mood through a simple, engaging interface, making content discovery both intuitive and enjoyable. The campaign integrated seamlessly across multiple platforms, including a Facebook application, targeted banner ads, and a dedicated microsite, fostering user interaction and sharing.
Rapidly impacting HBO’s digital presence, the Mood Selector doubled the fan base within two weeks and attracted 60,000 unique visitors to the microsite in the first week, demonstrating the campaign’s effectiveness in enhancing user engagement with HBO’s diverse programming.
Healthcare
Reporting on Digital Health & Hybrid HealthCare
- UX Research
- Workshops
- UX Strategy
Research how the latest innovations in the Telehealth and Digital Health space can be used to improve health services quality, reach and efficiency.
Automotive
Efficient Digitization for Automotive Parts Retailer
- UX Research
- UX Strategy
- UX/UI Design
We combined several cumbersome manual processes into one streamlined digital experience for an automotive parts retailer, enhancing efficiency across multiple platforms.
The system includes a mobile app for mechanics to order parts, a desktop app for repair shop managers to handle service writing, and apps for warehouse pickers and drivers to optimize product picking and delivery routes.
We added a desktop application for store managers to track quotes, orders, returns, and driver performance comprehensively. These tools work together to improve the parts-ordering process, facilitating better management and operation across the retailer’s network.
Education
Empowered Executive Career Progression with an Innovative Tracking App
- UX/UI Design
Navigating career progress can be elusive for senior leaders at a major global retail corporation where day-to-day actions often overshadow long-term goals. To bridge this gap, we designed a cutting-edge app that blends performance tracking with motivational social networking capabilities.
Influenced by contemporary sports coaching methods, this app allows leaders to link their daily tasks to overarching career objectives. It provides a platform for receiving strategic advice and sharing experiences.
This innovative tool simplifies the visualization of career progress and strengthens the network among senior management, enabling them to steer their professional development with more clarity and community support.
Management
Evolved Design for an Automated M&A Integration Platform
- UX/UI Design
- Design System
- Branding
We spearheaded the design evolution of an automated and intelligent platform aimed at enhancing M&A integrations and ensuring business continuity from day one for various stakeholder groups. Over a successful two-year period, the project involved extensive branding, logo design, UI development, and the creation of both a marketing website and a comprehensive app.
Our approach was highly collaborative, working alongside stakeholders to refine and iterate on the overall user experience and design system. This iterative process allowed us to address evolving customer needs for continuous design enhancements that intuitively met user expectations.
The project’s longevity and iterative nature helped exceed stakeholder expectations, offering a seamless and effective tool for M&A integration.
Education
Innovative Learning Platform for Employee Skill Development
- UX Research
- Workshops
- UX/UI Design
Our task was to design a novel, digital approach to skill development to help employees advance their skills and achieve specific goals. We conducted user interviews and used empathy maps to refine the product vision and educated the team on best practices in design thinking.
The design sprint, informed by personas and competitive analysis, led to an MVP that was prototyped and tested for key functionality before client pilots. Post-testing, we seamlessly integrated the designs onto an established platform, aligning with the existing visual identity and content development strategy. The successful product was a learning platform that integrates a practice-first, action-based curriculum into daily workflows.
As client pilots progressed, we continuously optimized the platform, adding features like omnichannel access and accountability partnerships, to enhance its effectiveness in training.
Finance
Revitalized the Trading Platform Experience for a Global Banking Leader
- UX/UI Design
- Design System
A top-tier global bank required a new design system for its proprietary securities trading platform to enhance usability for senior finance professionals. Our task was to make the platform flexible, modular, and visually intuitive, focusing on clear navigation.
We developed a design system that merges diverse sources into a coherent interface, enabling efficient research and informed decision-making. The redesign features contrasting colors, clean typography, and a dark theme to ease visual strain and improve data absorption.
The platform’s fresh look includes over 20 intuitive components and leveraged user journey research to inform feature prioritization. It provided analysts with a seamless experience, quicker data analysis, and enhanced productivity.
Management
Transformed Employee Survey Analysis for a Global Strategy Consulting Firm
- UX Research
- UX/UI Design
A global strategy consulting firm asked us to improve its intranet tool for analyzing annual employee service. The result: we transformed a cumbersome process into an essential resource.
Existing user research shaped the development of use cases, personas, and initial design sketches. We offered competitive analysis that influenced the content, functionality, architecture, and overall design direction.
Iterative two-week sprints focused on design refinement and user testing helped integrate user feedback effectively. We developed logic models to inform intuitive navigation and implemented visually compelling design to facilitate the analytical process.
The firm’s leadership and human resources teams can now perform sophisticated data analyses more efficiently to aid strategic decision-making and enhance overall user engagement.
E-commerce
A Digital Transformation for a Numismatic Leader
- UX/UI Design
- Development
Harlan J. Berk Ltd. (HJB), a prestigious numismatics organization, recognized an urgent need to rejuvenate its connection with core consumers and enhance its competitive edge. We aimed to refresh their outdated online presence to better meet user demands and expectations.
To overhaul its digital presence, we started with a comprehensive revamp of the website’s architecture, enhanced usability, and ensured it was adaptable across all devices. The updated home page and landing pages feature compelling, easily updatable content and responsive design as implemented site-wide, including the shopping cart.
This digital transformation for Harlan J. Berk Ltd. was a necessary strategic move to solidify the company’s stature in the community and build lasting brand value that resonates with both longtime enthusiasts and new customers.
Real Estate
Advanced Analytics Tool for Real Estate Compensation
- UX Research
- UX/UI Design
A real estate technology startup sought to optimize its compensation and recruitment tools. To achieve their goals, we developed an MVP concept for an innovative web-based desktop application that leverages advanced analytics and current market data to auto-generate compensation plans for real estate agents.
The development process began with interviews with key stakeholders, ensuring their insights directly influenced the design and functionality of the tool. Feedback from these interviews was synthesized to shape the application’s content and data visualization design. Collaborative sessions with SMEs in Analytics and Real Estate further refined these elements, ensuring the tool met industry-specific needs.
The final product is a data-rich application that enables real estate managers to efficiently create attractive compensation plans, designed to recruit top-tier Realtors effectively.
Healthcare
Designed a Digital Front Door for America’s Largest Physician Group
- UX Research
- Workshops
- UX Strategy
- UX/UI Design
This initiative aimed to simplify and enhance how customers connect with a prominent healthcare leader. We developed and validated the experience strategy for a new “Digital Front Door” and an intelligent Care Advisor chatbot for a leading national healthcare provider.
Our design process included comprehensive qualitative customer research, persona development, and journey mapping. We also planned and facilitated design sprints and alignment workshops to shape the concept and product design. We created and tested several prototypes to refine the digital experience.
The validated design prototypes provided a strategic blueprint for the overarching ecosystem design to ensure seamless and improved customer interaction with the provider’s services.
Entertainment
A Fresh Take on Redbox Mobile & Tablet Experience
- UX/UI Design
- Design System
In a dynamic redesign project, we overhauled Redbox’s mobile and tablet experience with updated branding, integrated personalization, streamlined content discovery, and simplified checkout.
Focusing on intuitive and seamless design, we addressed previous user interface challenges and promoted increased user interaction. The design system was crafted to serve the immediate needs of the mobile and tablet platforms, and adaptable for future integration across other channels.
The result is a significantly improved mobile and tablet experience for Redbox that offers users a seamless and engaging interface that attracts more interaction and enhances the quality of experience with the brand.
Finance
Modernized the Digital Experience for a Legacy Wealth Management Firm
- UX/UI Design
- Design System
A prestigious wealth management firm, renowned for over a century of sophisticated financial services, recognized the need to modernize its digital experience to meet evolving client needs. Building on previous persona workshops, we developed an advanced design system tailored to address today’s complex asset management concerns.
The redesign focused on client-facing platforms and internal advisor tools with streamlined access to financial insights enabling effective decision-making. The system offers a holistic view of investments, accounts, and options with clear visualizations. The modern design adheres to the brand’s corporate identity, incorporates cutting-edge digital aesthetics, and complies with accessibility standards to create a customer-centric information hierarchy for seamless navigation.
Entertainment
Redesigned Digital Experience for a Global Creative Awards Platform
- UX Research
- UX/UI Design
- Branding
- Development
We partnered with New York Festivals to modernize their website, elevate their brand identity, and streamline internal workflows. The redesigned platform enhances how creative professionals explore award-winning work, submit entries, and engage with the brand before, during, and after the festival.
Built on a scalable open-source CMS, the new site enables a small internal team to efficiently update content and manage spikes in global traffic. The result: improved user experience, stronger international reach, and sustained business growth through increased entries and engagement.
Healthcare
Improved Solutions for the Medical Equipment Service Experience
- UX Research
- UX/UI Design
As part of a transformation initiative, we designed a future state journey and prototype for a company specializing in medical imaging devices, aiming to dramatically enhance their service delivery to their customers: hospitals, clinics and other healthcare institutions.
Through qualitative research, we pinpointed critical pain points in the servicing process. Our design process involved workshops and brainstorming sessions where we designed an innovative solution to improve interactions between hospital technicians, the company’s engineers, and field technicians.
We designed and iterated a dual-platform solution consisting of a web interface and a tablet application. This system enhanced diagnostic and maintenance processes, allowing company engineers to effectively communicate with hospital technicians, schedule timely repairs, order necessary parts, and ensure that field technicians arrived well-prepared with a clear action plan. The field engineers used the tablet app for onsite services, running diagnostics, performing preventive maintenance, and collecting feedback directly in the app. This feedback, along with detailed service data, was stored in the company’s database to refine future interactions.
This newly designed service model not only promises to enhance the customer experience but also streamlines operations and boosts employee satisfaction. The implementation of this future state journey and prototype is expected to significantly improve customer retention and yield positive business impacts for this medical imaging company.
