Discover trends in customer self-service and what your company must focus on to improve customer experience.
Challenge: An unreliable workforce design needs to be terminated
A global workforce management company was laboring under outdated, convoluted technology. Its primary management resource had grown inconsistent, unreliable and difficult to use. The organization needed to improve customer interactions, keep competitors at bay, and create a new user-centered design and development process internally.
Recommendations: A redesign, UX support and a demo that silences the competition
projekt202 identified pressures from key competitors, documented users’ frustrations and perceptions, and interviewed stakeholders to capture the vision of the organization. Based on its analysis, the projekt202 team recommended a user-friendly redesign of the client’s 900-screen legacy application; hiring dedicated user experience (UX) staff; and unveiling an impressive demo at industry trade shows to spark word-of-mouth and sales.
Results: Superior user experience delivers over $1 billion in sales
When presented at an industry conference, a new dashboard solution based on projekt202’s design research caused an immediate sensation. Sales demand doubled as customers eagerly anticipated its release to market. Development strategy and priorities reflected the huge interest generated by the prototype’s unveiling.
In addition, persona-specific roadmaps for the legacy application were produced and validated, and mobile tools supporting key workflows across all personas were established and released. A consistent new visual design language was built across all applications and products. Design guidelines, principles and themes were created, along with interactive design and pattern libraries. To reinforce the company’s tech foundation, projekt202 helped grow the client’s UX team to more than 20 employees.
As a result of this collaboration, the workforce management company saw sales skyrocket from $240 million to over $1 billion.
The sales and marketing divisions continue to rely on projekt202-constructed resources. Providing this superior user experience has led to a sustained design and development partnership between the client and projekt202.