SELECTED WORK
ADOPTION AND UTILIZATION SOLUTION
Challenge:
Leading HR and payroll provider ADP was experiencing low employee enrollment in its 401(k) programs. The challenge was to reduce the barriers for user adoption while enabling the salesforce to be more effective.
Solution:
The solution was to create a more user-centric approach, making sign-ups convenient and simple for employees while empowering sales reps to meet customers where they were, in the physical workplace. This took the form of mobile apps for tablets. The benefits sales force loved having the ability to bring devices directly to their target audience in meeting rooms and offices, and employees found it a breeze for to self-enroll in 401(K) programs.
ONLINE RETAIL PLATFORM
Challenge:
Coffee retailer Dunkin’ wanted an intuitive app to support marketing campaigns that would drive both foot traffic and e-commerce. With thousands of franchises that each have their own customer base, an additional challenge was to develop a globally integrated platform with improved performance that still allowed for localization.
Solution:
The solution was to build Dunkin’s entire backend database platform on top of the pre-existing system, as well as a complete e-commerce platform. The client had a clear strategic vision, and the development process involved extensive user testing and design evaluation to create an app that customers love. With the new app and site, Dunkin’s daily sales increased 150%.
CUSTOMER SUCCESS PLATFORM INTEGRATION
Challenge:
Investment and insurance giant John Hancock had separate customer support systems for users of its mobile app. The company wanted to improve the user experience by integrating call center and web-based systems to deliver best-in-class help.
Solution:
The answer was to integrate a Cisco solution on the backend of both the call center and website. The new, unified platform allowed JH’s Customer Success Team to remotely monitor a user’s progress throughout the application process and ensure successful enrollment.
USER EXPERIENCE AND SECURITY IMPROVEMENTS
Challenge:
CourseSmart, a leader in e-textbooks, urgently needed to optimize their product for mobile devices. They also needed to improve content security and protect the publishers’ and authors’ IP. The challenge was to make radical improvements within the time crunch of the school calendar so that book publishers, faculty, and students were satisfied with the results.
Solution:
To address the UX issues, factors such as average reading time, traditional textbook layout, and user segmentation were all taken into account. The new design was a user-friendly product with vastly improved readability plus enhancements like note-taking and bookmarking. For the security issues, the solution involved modifying CourseSmart’s proprietary platform to ensure that content was protected from misuse while maintaining a smooth user experience.