Service Offering: The company offered services across the entire spectrum of the digital landscape however, clients found it hard to identify what exactly the agency did and if partnering with this company was the right decision. Primarily they were interested in how these services provided value for money. This was leading to a-lot of back and forth discussions and resulted in only a few conversions to actual sales. We needed a new way to communicate our service to clients.
Design: Having been in business for over 10 years the development team was very experienced and technically capable but lacked design fundamentals leading to a poor customer experience. I had to figure out a way to deliver outstanding experiences on tight budgets and rapid timelines with a technically focused dev team to clients who did not understand or see the immediate value in investing in UX Design methodologies.
Scoping & Process: I identified problems with project scoping and the delivery process that hindered our ability to complete work at the velocity and quality we wanted to achieve. The team was often overloaded and found it difficult to prioritise tasks. Senior staff were having to spend large amounts of time editing work. We needed a better way to structure projects and manage priorities to ensure the team could produce the highest quality design and code while maintaining a fast paced, responsive delivery cycle.
Service Offering: I examined how the top agencies in the world packaged and presented their services. I interviewed clients and stakeholders in order to gather what was most important to them and how we could deliver value. We developed a core business message based around helping clients grow their business as this was their primary concern. I also captured the many services offerings in 3 simple categories, design, development, and digital marketing. These 3 categories summarised the agencies services allowed clients to quickly understand what they did and why, which lead to more project inquires.
Scoping & Process: I established educational sessions and provided the team with fundamental design booklets and checklists. I also developed a rapid UX design tool kit allowing us to implement UX research and prototyping principles at speed. I also introduced and educated the team on using the latest collaborative prototyping tools such as Figma. This lead to an improvement in our product quality & customer experience.
Delivery: I crafted a tool that allowed clients to get an estimate about the cost of their project that serviced the dual function of allowing us to strictly scope the size of projects. We then developed a number of project management templates to guide our process from discovery to launch. We also created standards about the definition of done, testing and critique reviews. This allowed the team to significantly speed up workflow and quality of the product. These structures and standards also allowed our team members to start taking more responsibility and make proactive decisions.
