Challenge:

A globally recognized software behemoth embarked on a colossal mission: a full-scale overhaul of their eCommerce platform across web and mobile customer touchpoints. The ambitious project entailed the seamless integration of newly acquired technologies in content management, data analytics, and personalization into a state-of-the-art enterprise eCommerce system.

Our Role:

At the beginning of this transformative journey, we led the product design and development charge. Our prowess shone through as we crafted the overarching product vision and strategy, delineated a progressive product roadmap, and orchestrated excellent backlog management and sprint planning. We lead agile pods, driving all ceremonies to actualize the client's vision and strategy efficiently.

Outcome:

The MVP rollout was a leap into revenue boosts and market dominance. Subsequent iterations continued to hit the mark, constantly realigning with the initial roadmap. Beyond operational excellence, the client celebrated a surge in Net Promoter Scores, echoing the satisfaction of customers and employees, and our partnership as a benchmark in eCommerce evolution.

Challenge:

With a network of 73 libraries, an Ivy League university faced a digital conundrum: each library offered a disjointed web and mobile user experience, supported by a patchwork of technologies. University leaders sought our expertise to unify these experiences, streamline user journeys across multiple libraries, and enhance the underlying content management and analytics infrastructure.

Our Role:

Our team took the reins, guiding the digital unification with deft precision. We conducted comprehensive user research and comparative studies, designed product prototypes, and defined MVPs, ensuring every step from backlog creation to product development was tailored to integrate the diverse technologies into a single, harmonized library ecosystem.

Outcome:

Adhering to the university's budgetary constraints, we blended proprietary and open-source solutions, resulting in a centralized digital gateway. The unified system bolstered the libraries' brand and elevated their global stature. Post-transformation, the libraries witnessed a surge in user satisfaction, engagement, and search precision, setting a new standard in academic digital infrastructure.

Challenge:

The company sought an overhaul to refine customer interactions across their web, mobile, IVR, chat, and social media platforms. The transformation aimed to enhance customer satisfaction, and to ease the burden on financial advisors inundated with queries due to inadequate digital resources. They envisioned leveraging AI and machine learning to revolutionize content personalization and customer engagement.

Our Role:

Our command of the digital realm was put to the test as we orchestrated the entire transformation process—from product design to user research, from prototyping to MVP development. We forged a product roadmap brimming with AI innovations, directly shaped by the real-world insights of focus groups and the frontline experience of contact center agents.

Outcome:

Our collaborative strategy bore fruit over the years, as the company met and surpassed their financial goals, achieving substantial cost savings. This fiscal triumph was mirrored by a marked reduction in contact center volume, underscoring the efficacy of improved digital channels. Enhanced user experience, and improved knowledge-driven platform simplified customer journeys.