Case Study


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The Future of Work Company

The company's mission is to create equitable businesses for both owners and employees. They were seeing dramatic drop-offs and long lag times for customers completing their accreditation assessment. We set out to gain a more holistic picture of their customers to help drive near and long-term business priorities.

 
 
 
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Context

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Approach

Internal Team & Customer Discovery

Holistic and targeted research was conducted nationwide with C-Suite stakeholders, internal teams, and customers.

What We Learned

Reframing the problem after field research

The problem was initially framed as a user interface workflow problem. Synthesizing the research it became clear that while the UI was lacking baseline usability, the real issue was the organizational structure. Several dozen product owners depended on the platform to deliver the individual products they managed. The platform itself had no singular product manager. This disparity resulted in disconnected and fractured approaches to the platform design amd development resulting in an increasingly fractured user experience.

Results

Sustainable teams, repeatable process, improved workflows

The immediate impacts were aligned cross-functional teams and stakeholders around a shift in how the platformed was managed. This gave the team a jumpstart on a consistent approach going forward. The long term impacts saw the Qwest team able to dramatically increase operational efficiencies while meeting and often exceeding customer expectations.