Key Issues

• No buy-in for UX

• Technology first

• Siloed departments

• No UX team

• No measurements in place to track customer satisfaction and user feedback

Define & Measure the Problem

Having worked and depended on a technology first approach for too long and seeing competitors start to pull ahead in the market, we were approached to deliver a series of UX and service design educational workshops to a cross-departmental and cross-hierarchical group of delegates. This gave us an opportunity to measure how the company presently worked cross-departmentally and knowledge of processes and system that  had a direct impact on user and customer experience. 

Understand & Deliver

We have worked with the company over two years to help them embed a user-centred approach to design and innovation and provide exceptional customer services. Our continued work with the internal UX Lead has enabled him to achieve organisational buy-in for UX, use the correct metrics to measure the status quo in terms of website use, product design, user feedback and customer satisfaction.

Implement & Transform

The UX Lead is now confident in continuing to lead this large organisational through a period of transformational change from the ground up. They are implementing a robust toolset which we introduced to the business and is now being used to set achievable and impactful goals and KPIs. As we move into a post Covid world, this organisation will be in the best place possible to both retain and acquire new customers as well as smashing their UX maturity target.