brand Case Study
Rethinking the Digital User Experience Across Form Factors and Devices
A large telecommunications company was looking to redo its entire customer interaction platform and strategy. They wanted to transform from a “your grandma’s” company to “your young bright helpful nephew” while retaining its market-leading position.
The firm had developed an overall business strategy and brand promise facelift and now needed to implement it across all digital, voice and hard copy platforms and interactions. This strategy covered both B2C and B2B customers and prospects
Approach + Solution
These sessions allowed us to develop and test hypotheses on what changes/modifications/enhancements would move the brand to the desired state while retaining the portions that built its overall equity.
In the next phase we worked with the design firm to turn these concepts into tactical implementation, in an iterative process of testing from wireframe to flow and experience; modifying and repeating.
Upon final execution and rollout, we provided monitoring and measurement of user experience to ensure the delivery of the brand promise and make real-time adjustments as needed.
They were able to ultimately roll out a platform that not only delighted and engaged their long-term prospects but grew their younger customer segment.