CX strategy

We partnered with the client to rapidly prototype a customer experience vision through Sprint Zero, resulting in a compelling roadmap and business case that secured over $1M in funding.

The client was dissatisfied with a traditional technology-first sales approach that lacked customer-centricity. Feedback highlighted a need for deeper baseline knowledge, clearer cost projections, and a more empathetic understanding of long-term value. Concerns were raised about affordability and the absence of a comprehensive roadmap.

Challenges

To address these concerns, we launched a Sprint Zero initiative designed to fast-track ideas into tangible assets. This approach emphasized smart investment, insight-driven decisions, and stakeholder engagement. We framed our work around a central hypothesis: How might we enhance our white glove service to better meet the needs of our customers?

Formed a dedicated Product Pod: Product Manager, Technical Architect, and UX/UI Designers

  • Applied two core design thinking methods: Experience Diagramming and Rapid Prototyping

  • Delivered a suite of strategic outputs including:

    • “Art of the Possible” screen designs

    • Combined customer and employee journey mapping

    • Proposed technical architecture

    • Competitive analysis

    • Project roadmap and pricing

    • Executive-level presentation

Approach & strategy

The initiative culminated in a compelling business case that secured over $1M in project funding. The work not only clarified the vision and scope but also built confidence in the feasibility and value of the proposed solution.

Outcomes

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