For a mature engineering company like our client, measuring technical product performance - availability, response time, scalability - is a part of every-day operations. Instead, the challenge for them was to get a better grip on what really matters most about a product, that is, what lives in the hearts and minds of the people who use it. Navicet helped them understand the nuances of how people experienced their product today with a baseline of user perception. This index can be used to measure progress and prioritize the work that really matters to deliver a world-class service experience.
The challenge was to strengthen customer brand advocacy and loyalty by measuring and optimizing end-to-end customer experience. We built a Customer Experience strategy, defined a service model to serve IT project teams, and developed a communication plan for business leaders, executives, and technology Architects.
In collaboration with the Executive Director and key team leads, we created an innovation lab to design processes, products, and other pragmatic interventions for other nonprofits and government agencies.
For a large coffee company, we created personas that inspired empathy and the creation of innovative new services. Project teams and leaders use these personas to prioritize investments and measure business impact on an ongoing basis.
If you ever wondered how to generate more focused creativity and innovation in a corporate environment, this class is for you. After two days, participants leave this class with practical experiences, insights, and pragmatic tools to apply the practice of collaborative design into their day-to-day work.
Approached by one of our favorite clients, we were tasked with creating a customized training for team managers, Product Managers, Project Managers, and Program Managers to learn how to identify and build an actionable measurement system in order to optimize business performance.
Through a set of structured discussion points designed to surface key assumptions and expectations, participants commit their undivided attention to a discussion that builds a clear vision of business success for a project or program team. At the end, we have a comprehensive sketch of the measures of success, capabilities, key personas, user scenarios, and some representative process requirements.
Leading the design process to create interventions that build strength and wellness for families experiencing poverty.
For a consulting company seeking to expand from a leader in their segment to into a software development company, we translated a high-level product vision and corporate strategy into a product launch plan, defined and prioritized features for MLP (minimum lovable product), and built an interactive prototype to test the product concept and communicate the product vision to investors and customers.
For a coalition of public and private agencies, we designed a metrics and measurement strategy, established baselines, and developed operational improvements to optimize the service and program effectiveness. Our final report was used to guide changes to policy and operational best-practices.