Human-centered research and accessible design for portals and omni-channel services.
Customer Experience
- The Challenge Public-facing portals and services are often confusing, difficult to navigate, and not accessible to people of all abilities. This poor experience leads to customer frustration, abandonment of services, and a damaged brand reputation.
- Our Approach We start with human-centered research to deeply understand user needs and pain points. We use these insights to design and build intuitive, accessible, and omni-channel services that are a pleasure to use.
- Our Experience To serve over 10,000 residents, we designed mobile-first affordable housing portals for applications and waitlist management, ensuring the experience was simple and accessible for everyone in the community.
- The Outcomes Deliver a superior customer experience that improves satisfaction, loyalty, and advocacy. A seamless and accessible service builds a stronger brand reputation and increases user engagement.
