Case studies
A selection of previous work showing improved business outcomes, increased NPS, better team culture and performance.
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01
Team culture
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A team's Net Promoter Score (*NPS) had fallen from +45 to -14 due to significant change in the business.
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We designed and facilitated workshops using insights from NPS surveys to collectively agree on key problems to solve and ideate on solutions.
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The team co-designed new rituals to celebrate success and bond more as a team. Over a few months, NPS steadily climbed to +33. Performance and culture were greatly enhanced.
02
Workshop FACILITATION
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A key customer segment's *NPS had been in steady decline, in part due to a legacy system driving poor experience. The business had experienced delays in replacing the system.
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We designed and facilitated a one-day workshop to ideate on low-cost quick wins teams could experiment with that would improve experience while a new system was built.
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Three ideas ready to test, with two implemented with little or no technological or developmental resource. *NPS improvement from +12 to +37 in the 12 months before the new system was launched.
03
Leadership & Coaching
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A junior designer started in a corporate and wanted coaching to gain confidence and navigate this new world.
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We co-designed a structured mentoring programme where the designer developed their own design principles and personal goals. We also provided facilitation training, project-specific coaching and feedback, safe spaces to practice presentation, as well as opportunities to connect and have "Ask Me Anything" sessions online and in-person. We also supported them to build relationships within their new team and learn from them as well.
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Within a few months, this designer was confidently facilitating workshops, producing high quality outputs and working at a level closer to that of an intermediate.
04
Experience Design
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A business had recently expanded, moved to new premises, its culture needed a restart and what's more new HR software was required too. The brief was to re-imagine the people experience end to end.
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Using the Double Diamond, the project took an experience-led approach. Involving 60% of staff, we gathered research, insights, mapped out current state, developed persona and design principles and articulated ideal state using a service blue print.
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The blue print was used to define technical requirements for the new HR system and drive vendor selection. A large volume of quick wins were also identified and delivered early. Within 12-months 80% of the ideal state experience was delivered resulting in exponential increase in NPS, reduced turnover and new partnerships.
*NPS is a common measure of loyalty and advocacy. The score is collected and measured using surveys to ask the likelihood of a customer or staff member to recommend [insert business name] to others.