Research . Service Design . Strategy
We helped a mother and child hospital to evaluate their customer experience, the internal process, and competitive landscape to identify pain points, new opportunities, and come up with a process that their internal team can adopt for continuous innovation.
Digital Interaction . Research . Service Design
We work closely with XL to build the customer-centric approach towards service experience and build capabilities within the organization through on-the-job training. This foundation project was aimed to discover deep insights about the customers’ motivation and emotion, create personas and strategic service experience blueprint, develop principles and guidelines for the key customer touch points.
Digital Interaction . Research . Service Design . Strategy
We were engaged by one of the top banks in Indonesia to redesign the internet banking for their corporate and small business customers, for desktop and mobile platforms. We started with in depth research within the organization and field research with their customers. We then worked closely with the internal and the development team to design feasible solution, with rounds of usability testing in the design iteration process.