Business Case partners’ internal teams

Service Design for Seamless User Experience Across Products and Services

We joined a team in a large energy company, tasked to assist in merging different products and services from different acquired companies that are at different levels of integration and journey maturity. The goal they were given was to enhance performance, facilitate platform integrations, and improve user experience. The team delivered a single, modular experience, focusing on the development of 12 core modules and the integration of over 150 unique features and services.

Our service designers played a pivotal role within the team, actively contributing to the following aspects:

Discovery: comprehensively understanding the entire ecosystem, conducting competitive benchmarking, mapping out the full service and feature catalogue, defining value propositions and vision, and aligning with users' expectations.
Ideation: synthesising the discovery findings and engaging users to generate potential new concepts, prioritising them through approaches like concept creation and prioritisation.
Design & Delivery: leading the evolution of the existing platform and catalogue through a blue-sky redesign, integrating the company's modular design system and the previously-developed concepts. Our service designer focused on creating tiered catalogue and platform mapping.
Measuring UX at Scale: establishing a comprehensive set of metrics and methodologies to quantify the impact and effectiveness of design efforts across the app. This included implementing tools such as voice of the customer, setting up user feedback channels (e.g., forms), conducting A/B testing, and field testing in the partner’s stores and with their B2B partners.

Bridging Gaps and enhancing Technical Capabilities

Our service designer and backend engineer worked together with two teams of a large chemical company, who were given the task to develop new applications that support internal teams in key commercial decision-making activities without disrupting operations.

The service designer played a pivotal role in fostering cross-application consistency by collaborating with both teams. He acted as a bridge, ensuring a unified user experience. Meanwhile, the backend engineer focused on fortifying the technical capabilities of the larger team.

Both team members played a key role in the following stages:

Discovery: utilising multiple methods to map the landscape of data products and tools. and identify and prioritise opportunities for enhancements.
Design: identifying opportunities and developing accessible and intuitive designs, creating design guidelines for edge cases and validating design solutions.
Engineering and Deployment: implementing DevOps principles, developing new APIs, automating processes through CI/CD pipelines, and implementing a centralised Data Lake.
Launch: integrating organisational goals into release plans that include communication strategies and comprehensive documentation for larger-scale releases.

conclusion

We partnered with a leading Dutch real estate organisation to design and develop their first RAG-based AI agent using LangChain. This modular solution streamlines information retrieval from the their knowledge base, providing accurate, up-to-date answers. Tailored for real estate, it minimises inaccuracies and positions the organisation to leverage AI strategically, enhance member services and strengthen its market position.

Strengthening our partners’ internal teams

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