A division of a global med device manufacturer excels in providing exceptional products and holds a high reputation. However, customers were facing a disjointed experience due to decentralized and disconnected support functions. This inconsistency led to a suboptimal experience and even frustration, as different parts of the business weren’t aligned.

To achieve a seamless and world-class experience, they needed to focus on unifying these interactions through a deep understanding of the customer journey and the associated pain points. This strategic approach aimed to elevate the overall experience and foster greater customer loyalty, reducing churn and reinforcing the client's commitment to excellence.

We utilized human-centered design to gather feedback from diverse audiences, uncovering how customers interact with the client across various engagement channels. By leveraging personas, journey maps, qualitative and quantitative research, the 5 “whys” of design thinking, and high-level action plans, we equipped their leaders with the insights necessary to achieve their desired outcomes.

These deliverables provided their leadership team with a clear vision and direction for evolving the customer experience over the next 12-18 months.