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Case Studies

Online eCommerce Company

Online Retailer Redefines Customer Experience, Again

While the design team was able to accelerate innovation and creativity, the real value was in the ability to bring the customer to life. The customer experience storyboards were used to align with two parallel design groups, and to gain support in a presentation to the executive committee. The executives saw the value, and allotted the funds necessary to begin the redesign of the company's core customer experience.

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eCommerce Company

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Background and Challenge

Responding to a market squeezed by competitors, this innovative e-business giant moved to redesign its overall customer experience around the current and long-term needs of buyers and sellers. To make real change and translate insights into real customer satisfaction and revenue, this company commissioned high-performance project teams to envision the future customer, and to tell the story of the company's return to consumer’s first choice. Whereas coming up with bullet points of the issues was not a difficult task, translating those points into innovations was not an immediate leap the teams could make.

Solution and Outcome

Canadian Pension Company

Reigniting the Spark of Innovation

The map was an essential tool for waking up the staff and preparing them for the major changes to come. It got them excited and committed to a vision that transformed the company for continued leadership and innovation.

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Pension Company

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Background and Challenge

Approaching its 50-year anniversary, this successful and growing $30B hospital pension plan in Canada had stayed on top of developments in the field by excelling in traditional roles, and tackling challenges with expected approaches. But now, significant healthcare reforms and changes were sweeping through the industry, and leaders recognized that they would need to reignite the foundational entrepreneurial and innovative core the company was built on, in order to rally support for a new vision.

Solution and Outcome

Monterey Bay Aquarium

The Architecture of Healthy Oceans (Seafood Watch)

The resulting illustrated Seafood Watch program architecture was used to better focus the resources and efforts on achieving its vision. But it was also a clear communication piece for the team to use with partners in the seafood industry, governments, scientists, and food service.

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Aquarium

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Background and Challenge

The fish and marine life in our oceans is in steep decline, and concerned organizations are struggling to identify and connect a global group of diverse actors that each connects to Seafood in a unique way. The group includes the entire seafood industry supply chain from here to China, the end consumer, and all the marketing and messaging that connects them. Within the Monterey Bay Aquarium’s standard-setting Seafood Watch program, a team of experts struggled to align on their day-to-day and strategic work around the global Seafood ‘ecosystem.’ The experts needed to deeply understand how science, education & outreach, supply chain management, and cutting edge marketing resources fit together to impact the future of our oceans.

Solution and Outcome