We collaborate with you to serve your consumers.
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CHALLENGE
How can AstraZeneca become a valued partner and an industry leader within the Type 2 diabetes care category?APPROACH
Our team applied a wide lens to our empathy-driven research, conducting in-hospital observations and interviews with a range of key healthcare providers within the therapeutic care continuum.OUTCOME
Using research insights, we developed a product and service innovation roadmap to help prioritize solution spaces beyond the molecule, and more broadly align core business initiatives.
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CHALLENGE
How might artificial intelligence assist subcontractors with bidding projects to ensure accurate pricing?APPROACH
What if AI could do the heavy lifting required for commercial subcontractors to accurately bid on projects without the fear of missing key components or including inaccurate pricing? Subcontractors representing drywall, electric and plumbing expertise reviewed wireframes and provided proof of concept as well as expectations for use, cost, and core features.OUTCOME
Validation of the initial concept led to several more rounds of design and user testing to inform a minimal viable product and increased confidence regarding trial and adoption. Research continues as the team launches Yellow Hat™.
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CHALLENGE
How can a leading pharmaceutical company revolutionize cosmetic treatment clinical trial by way of 3D image capture?APPROACH
Allowing patients to use and explore a fully functional digital prototype to securely capture routines and behaviors, determine accuracy, and address pain points.OUTCOME
Insights helped to shift delivery of guidance and visual cues to better align with user expectations, resulting in successful translation of a highly precise, clinical experience into one that can be easily completed from the comfort of home. Abbvie Pharmaceutical will be publishing a research paper to document the user research process and resulting success.
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CHALLENGE
How can Bread Financial begin to better understand the experience, mindsets, and motivations regarding the use of store credit cards and rewards programs?APPROACH
Our team utilized a two-prong approach by facilitating internal stakeholder interviews and worksessions, and conducting one-on-one contextual customer interviews to gather valuable current state insights.OUTCOME
Through the synthesis of research insights, we created a customer rewards journey map that is leveraged internally to challenge and validate assumptions and remove internal bias throughout the design process.
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CHALLENGE
How can a global bank optimize call center operations by understanding the unmet needs of the customer service specialists?APPROACH
While side by sides were conducted by executives regularly, an ethnographic approach allowed the research team to fully empathize and learn in real-time while working alongside the specialists across the globe. Observing interactions with complicated systems and discussing ways to create an enhanced future work experience.OUTCOME
Ideal attributes with corresponding inspirational illustrations provided actionable direction to inspire A North Star Strategy. In an effort to counteract siloed departments and promote alignment, a systems map was designed to visualize applications and digital processes. The result was a cohesive understanding across the various teams within operations and a way to prioritize enhancements.
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CHALLENGE
How can Huntington build a common understanding of their customers while creating a culture of empathy?APPROACH
Using a blend of qualitative and quantitative efforts, our approach leveraged contextual interviews and online surveys with the intention of identifying psychographic and behavioral patterns.OUTCOME
With a comprehensive understanding of customer goals, attitudes, motivations, and needs, we developed a robust set of core personas that provide a customer-centric framework that helps to build alignment and provide inspiration when developing products and services.
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CHALLENGE
How can Midmark better understand experiences within animal health clinical environments?APPROACH
Using a mixed-method approach our team conducted clinical observations, contextual interviews, and facilitated focus groups with subject matter experts to inform strategic innovation.OUTCOME
Through rigorous analysis and synthesis, insights were translated into a current experience map intended to build empathy internally by representing the mindsets, emotions, challenges, and wishes of the core animal healthcare practitioners.
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CHALLENGE
How can Nationwide Financial modernize the annuity as a desired investment vehicle?APPROACH
Unmet needs and opportunities were uncovered through an In-depth understanding of the key audiences of interest, the current experience, and the strategic next steps for the annuity modernization.OUTCOME
A model built on the learnings from current issues and pain points provided both direction and design criteria for the annuity modernization efforts.
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CHALLENGE
How can Safelite evolve its digital service scheduling funnel to center the diverse needs of customers?APPROACH
Our team encouraged planning for and prioritizing of user research at key milestones throughout the design process in order to support and enhance a customer-centered business strategy.OUTCOME
This dedication resulted in a seven figure increase in conversion in Q1 of 2019. After five years of commitment, the UX and subsequent Customer Experience teams have reached full maturity and are considered key leaders within Safelite.
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CHALLENGE
How can Scotts engage consumers by designing a useful and usable digital experience that mirrors their current experiences, both in-store and at home?APPROACH
We began with an in-depth discovery of at-home and in-store lawn care experiences, followed by contextual interviews, qualitative surveys, and collaborative client workshops.OUTCOME
Output informed a strategic framework detailing key consumer mindsets, and prioritized features for an ideal digital solution.