Review
“They asked the right questions to learn things about our business that even we didn’t know.”
Project Highlights
- Spent time on-site learning how users complete their work and why turnover was so high
- Designed a new web-app from the ground up
- Created smarter dashboards, focused workspaces, streamlined workflows, and flexible launch points to reduce training time
- Built consistent processes across departments
- Used consistent language and guidance to reduce errors and boost confidence
- Ensured the new system fit seamlessly into the broader tech ecosystem
- After the first release, 78% of users said the system was easier to use
Project Details
location_on Waterloo, IA
group 500+ employees
handshake 2-year partnership
Project Cost
sell $500,000+
Mike Mallaro
Healthcare Challenge
"We have a call center business and wanted our software platform to make the job as easy as possible for our employees."
Solution
"They started by interviewing current employees to understand user barriers. From there, they began to map out a new UX for the platform. They redesigned the interface so the job could be learned faster and the platform would be easier to maneuver. We had the resources to develop the software improvements, but they brought the UX experience."
Results
"There’s a decent bit of turnover in the call center business, so we’re tasked with training about 100 new employees each year. Their work significantly improved that process. They’re skilled at interviewing people and getting to the root of problems. Sometimes, our team is too close to the fire. We don’t always know how to adjust our process to make it better. They clearly laid out actionable steps for improvement after identifying the deficiencies."
"They were excellent communicators, so we always understood exactly what stage of the project they were working on. Any deadlines that were missed were due more to delays on our end rather than theirs."
Reflection
"They asked the right questions to learn things about our business that even we didn’t know. The team was great at getting that insight.
Be clear about what you want them to achieve for you. From there, let them do the project their way."
"No areas for improvement noted."
Review originally collected via Clutch.
