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Our industry-leading client was creating an in-house studio and experience design group. This would provide B2C customers with the ability to self-manage their own accounts through interactive, real-time digital experiences in both native and mobile first responsive environments. Key program objectives were:
Our engagement team worked with client stakeholders to complete a micro-assessment of their current state and confirm their go-forward strategy. This began with our team conducting in-depth interviews across the client’s experience design and technical interests to accurately define the gap between the current experience design capabilities and the desired end state. We then worked to create a roadmap and resource plan customized to their specific projects and applications, specifically iOS and Android versions. Overall engagement outcomes included:
The experience design group delivers optimized user experiences across the journey to customers based on their individual usage history and current state of usage, which enables customers to select specific activities to self-manage their accounts. The approach simultaneously delivered effective products while creating an in-house design studio. Our team also transitioned processes and strategies to support various applications and digital experience initiatives in house.