Projects
Optimizing internal banking systems and streamlining workflows in the Intuitive Servicing Portal (ISP) to reduce inefficiencies and improve the daily experience for global customer care professionals.
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Customer care professionals relied on a legacy system with complex workflows that often required navigating multiple screens and tools.The PEGA-based system required CCPs to toggle between multiple screens and applications to complete a single task. Certain workflows forced users to leave ISP entirely, increasing the risk of errors and reducing productivity. The system’s complexity also meant significant training time for new employees.
Bringing the in-person experience online. A website redesign improving the site flow and navigation for a community based holistic wellness center.
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The Decatur Healing Arts family wanted to redesign their website in hopes of increasing new customer acquisition and 1:1 bookings, by reducing the number of inquiry calls about pricing. However, through extensive user research, our team learned that there were other critical roadblocks to booking an appointment online other than pricing conventions.
Reinventing the wheel. Turning a local bicycle shop into an online informational hub and community building platform for cyclists.
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BicycleSPACE wants to encourage a greater sense of community for their customers. Currently, most of their community-oriented communication and activities are hosted on a Facebook Page. The site is outdated and needs some love.
