brand Case Study

Rethinking the Digital User Experience Across Form Factors and Devices

The Situation

Digital user experience

The Challenge

Implementing business strategy across multiple platforms

Approach + Solution

Phoenix developed an insights plan that started with qualitative workshops with internal stakeholder and transitioned to customers and prospects.

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.

Results

The client was able to provide a much-needed facelift to their customer experience across all their platforms.

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.

Improving customer experience across all platforms

Final Word

Phoenix partnered with the client, their design partner and their strategic consultants in order to ensure that all components were aligned to deliver the desired customer experience and brand impact.
Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.
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