Projects
Here are a few examples of projects that highlight how our approach achieves results.
HOSPITALITY
Problem/Opportunity: Increase loyalty for Fortune 500 hotel chain
Solution Proposed: Enhance membership program
Strategies/Tools Used: Customer Experience and Innovation, Business Strategy, Customer Research (Ethnography, Interviews, Focus Groups, Surveys)
Results Achieved: Insights led to revamped membership program, elevated NPS scores
GAMING
Problem/Opportunity: Improve customer experience for global casino
Solution Proposed: Enhance customer profile
Strategies/Tools Used: Service Design, Design Thinking, Market Research (Competitive Intelligence), UX Research (Interviews, Focus Groups, Surveys, User Segmentation)
Results Achieved: Improved efficiency, guest interactions, increased membership enrollment and elevated NPS scores
INSURANCE / FINANCIAL SERVICES
Problem/Opportunity: Salesforce rollout for one of the largest insurance firms in the world
Solution Proposed: Optimize tasks and processes
Strategies/Tools Used: Service Design, UX Strategy (UX best practices, UCD standards, Style Guides), UX Research (Gap Analysis, Contextual Interviews, Usability Testing, Process Analysis)
Results Achieved: Customized, integrated, and simplified system for all users
MANUFACTURING
Problem/Opportunity: Improve global market presence for manufacturer in Asia
Solution Proposed: Create Global Brand Strategy
Strategies/Tools Used: Business Strategy (Four Actions Framework), Market Research (Competitive Intelligence)
Results Achieved: Developed Global Brand Strategy resulting in 400% sales increase
TELECOMMUNICATIONS
Problem/Opportunity: Global Fortune 500 wireless company needed to better understand international product Users
Solution Proposed: Build an international User Segments program
Strategies/Tools Used: UX Research (Ethnography, Interviews, Focus Groups, Surveys)
Results Achieved: Created international User Segmentation tool which led to 50% product adoption increase
TRANSPORTATION
Problem/Opportunity: Minimize system wait times and inconsistent user experiences for airline reservations system used by agents worldwide
Solution Proposed: Optimize tasks and processes
Strategies/Tools Used: Design Thinking, User Experience Research (Ethnography, Contextual Inquiry, Task Analysis)
Results Achieved: Increased agent productivity by 5%