Clients & Results

  • Property and Casualty Insurance Carrier

    Designed and orchestrated an enterprise-wide customer experience initiative focused on both acquisition and retention of clients. This work involved an integrated consumer-agent-employee experience design for automotive and life insurance lines of business.

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  • Health Services Provider

    Redesigned and implemented a new primary care delivery experience for a major healthcare system. This engagement required designing new processes, structures, facilities, and systems to enable work conducted by primary care physicians, nurse practitioners, and administrative support.


  • Global Financial Advisory Business

    Helped one of the largest retail financial advisory companies design and implement processes and technology required to shift the client experience from transactional investment sales to a trusted, advisory relationship.


  • Ambulatory Care Experience

    Designed a signature patient-physician experience to enable the launch of a network of ambulatory care centers. This project included the design of patient services and communications geared towards the unique needs and preferences of several differentiated “consumer health personae.”


  • Regulated Electric Utility

    Designed two comprehensive, customer-centric experiences, which included the development of interactive energy statements, virtual advisors, pay plan alternatives, integrated credit counseling, and redesigns of outage communications and service initiation.

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  • Disability Benefits Provider

    Conducted in-depth research with employers and claimants to identify ways to anticipate long- and short-term disability claims and design a more effective claims experience.


  • Broker-Dealer Services

    Worked with a leading financial advisory broker-dealer to design an experience that improved the acquisition, retention, and profitability of independent Financial Advisors. This project focused on how the broker-dealer could provide services that helped Financial Advisors meet the changing needs of their affluent investors.


  • Leading Health Insurance Carrier

    Helped improve sales performance and retention for large group and national accounts; launched an individual insurance product business; and made focused improvements in the performance of the small business division.

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  • Automotive Services Chain

    Developed a comprehensive set of customer experience design recommendations focused on increasing the frequency of visits across a network of franchised automotive service businesses.

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  • Leading Regional Bank

    Developed a differentiated, “signature” customer experience strategy focused on driving customer and asset growth within the small business client and mass affluent customer segments.


  • Industrial Products Retailer

    Developed small business customer experience strategy for this leading online and store-based retailer


  • Global Funds Transfer Business

    Developed a customer experience strategy focused on expanding the range of services offered to consumers through a global network of 400,000 money transfer agents.