Professional Services
Professional Services Firm
Full Credential Description
A major food services company in North America faced significant challenges in improving shareholder returns due to outdated and fragmented digital portals, which were negatively impacting customer experience. The emergence of new "born-digital" competitors further threatened their market position. To address these issues, we conducted detailed customer research to identify pain points and opportunities, leading to the design of a completely new customer experience within three months. This new experience was validated through usability testing with clickable prototypes.
The tailored solution included a comprehensive roadmap for a best-in-class customer experience, featuring enhancements such as relevant product recommendations, transparent claims processing, and a real-time order tracker. The implementation phase began shortly after, resulting in the launch of the first release within four months, which incorporated generative-AI-enabled enhanced product images and descriptions to address the issue of incomplete product information.
The results were significant: within six months of the first release, the company experienced a more than 25% increase in weekly order value compared to the previous year, with a projected platform value of $2.5 billion by the end of year three, driven by expanded capabilities and the targeting of additional customer segments. Additionally, there was a 95% growth in order count for the largest customer segment, showcasing the effectiveness of the implemented solutions.