HOW WE WORK
We work with CX, Design and Product Leaders through ideation, testing, launch and scaling of new experiences and systems. Our approach is informed by a mix of principles from human-centered design and change management practices focused on enhancing experiences and engaging internal leaders and stakeholders. Below are lessons learned from years of experience that have informed our approach.
Start Small and Scale Strategically
• Begin with pilot projects in controlled environments and iterate based on user feedback
• Expand implementation gradually, leveraging early successes and insights
• Adopt a "start slow to grow fast" mentality for sustainable scaling
Engage and Empower Users
• Involve end-users (customers and employees) early in the design and implementation process to build trust and foster ownership
• Clearly communicate value propositions for ever-shortening attention spans, emphasizing how new solutions will improve efficiency and job satisfaction
• Invest in comprehensive training and support for employees to effectively integrate new solutions into their workflows with customers
• Celebrate adoption milestones and showcase success stories
Ensure Seamless Integration and Alignment
• Assess compatibility with existing systems, processes, and organizational culture
• Foster cross-functional collaboration between cross functional teams such as IT, digital, brand, HR, and/or operations to ensure smooth integration and consistent workflows