Connecting Distributed Teams
Our client operated with a distributed team of nearly 300 employees across 250 locations in 15 states. They faced challenges in refreshing their technology platforms to enhance user experience, streamline processes, and mitigate the risk of unauthorized access to proprietary information.
The client's existing technology infrastructure consisted of individual tools developed over the years using various desktop and web-based applications. However, these tools lacked a cohesive design that followed the flow of activities, making them challenging to use. Moreover, the tools were not optimized for mobile devices, hindering remote accessibility. New features were primarily driven by vocal stakeholders instead of prioritizing user experience. The excessive reliance on email alerts, with some employees receiving over 10 per day, created information overload. Furthermore, there was a lack of collaboration and oversight from management, leading to queries about functionality and usage directed solely to the IT department. Additionally, the company's IT strategy emphasized data control and limited integrations with third-party software.
To address these challenges, we engaged with the company to evaluate their use cases and create a cohesive brand experience for internal users. Our approach involved thorough user research, interface and experience design, management of client application developers, and training of trainers. We conducted an audit of existing reports and rationalized them to reduce maintenance efforts while providing relevant and actionable information to staff. Additionally, we established a self-service support platform and collaborated with training teams and IT to streamline the support process. We ensured the system's flexibility to accommodate future business expansions.
Through our comprehensive approach, we delivered a range of solutions to address the client's pain points:
By implementing these solutions, we transformed the client's technology platforms, enhancing user experience, streamlining processes, and mitigating the risk of unauthorized access to proprietary information. Our approach also allowed for future scalability and adaptability to accommodate additional lines of business.
In conclusion, our collaboration with the client resulted in a successful technology platform refresh. By aligning design with user needs, rationalizing reports, implementing self-service support, and optimizing workflows, we delivered a cohesive brand experience that improved usability, transparency, and security for the distributed team.
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