Our Work: Case Studies
Case Study: Enhancing Program Enrollment Through Customer-Centric Design
The Challenge:
Our client, a leading healthcare organization, sought to boost enrollment in a specialized health data program. The initiative was designed to collect participant health information and provide valuable genetic insights—but attracting and retaining participants required a seamless, user-friendly experience.
The Solution:
Over a multi-year engagement, we partnered with the client to redesign the program’s digital experience. Leveraging design research frameworks, we developed an intuitive online signup and onboarding process, along with an optimized return-of-results workflow—all centered around the needs and preferences of users.
The Result:
By prioritizing a customer-centric approach, we helped increase program enrollment by over 20%, positioning the organization to meet a critical enrollment milestone. The enhanced experience not only improved participation rates but also strengthened trust and engagement among participants.
Case Study: Transforming Veteran Employment Services Through Human-Centered Insights
The Challenge
Our client, a mission-driven organization supporting veterans in their employment journey, faced a critical challenge: declining engagement with their job center services. To reverse this trend, they needed to:
Understand why usage rates were dropping
Map the veterans’ current and ideal employment journey
Identify opportunities to improve their service delivery model
The Solution
Over a year-long engagement, we partnered closely with the client to uncover the root causes of low engagement. Through in-depth research, stakeholder workshops, and journey mapping, we:
Conducted immersive research to capture veterans’ experiences and pain points
Developed detailed service blueprints to visualize gaps in the current process
Created key personas to tailor communications and outreach strategies
The Impact
Our work provided the organization with a deep, actionable understanding of veterans’ needs, leading to:
A revamped communication strategy grounded in journey insights and persona-based messaging
Targeted improvements to job center services, addressing critical pain points
A stronger, more veteran-centric approach to employment support
By placing veterans at the heart of the solution, we helped pave the way for more effective, empathetic, and engaging services—ensuring those who served our country receive the support they deserve.