Results we have achieved

Telecommunications

A 600% increase in online sales by simplifying the marketing proposition and redemption process
Development of an online account management service, reducing paper bills and improving self-service
Reduction of service calls through redesign of the out-of-the-box experience for broadband sign up

A 100% increase in online conversions, a 500% increase in page views and a 50 fold increase in offline lead generation for mortgage acquisition site
A 20% increase in customer satisfaction, across almost 2,000,000 customers, following redesign of retail internet banking
A 75% reduction in the number of steps in a banking and finance application, with an associated reduction in the need for training and support
Complete acceptance and buy-in, across competing business units, for a new online customer acquisition website, reducing iteration and increasing time to market

A dealer extranet that increased satisfaction and usage, reducing reliance on the call centre
Improved customer experience using an aggregated buying site, increasing repeat usage and satisfaction
Requirements, interface specification and build of a global intranet in just over 6 weeks, with no changes after cross cultural usability testing, resulting in a standardisation of sales processes

An aggregate $2,000,000 time saving, per annum, in salary costs for people using a transactional system

Standardisation and staff / departmental buy-in of an intranet styleguide and templates across large, silo-based media organisation
Redesign of an employee self service website, reducing screen count by 60% and increasing functionality and compliance with procedure and satisfaction

A 1,000% increase in online customer self service, away from the call centre
A 50% reduction in the number of screens for a self service website
Reduction of a signup process from 20 steps to 6, reducing abandonment and help desk calls

Redesign of online booking resulting in an increase in sales of more than $7,000,000 per annum for an Australian-based airline
Redesign of a homepage, resulting in more effective ad space usage, leading to increased click-throughs and sales
Integration of a two form process to one form, increasing completion rates and simplifying fulfilment, with a decrease in back end requirements
Redesign and simplification of a flight booking engine, increasing customer satisfaction and sales

A 50% reduction of misdirection rates with a call routing system (speech, touchtone, auto response, and IVR), resulting in a faster path through the IVR and reduced frustration at being bounced around different departments
An exhaustive review of all self-service touchpoints against best practice to drive improved customer service and competitiveness
Design and testing of a speech recognition system providing a high level of satisfaction and a 66% reduction in misdirection rates

Requirements and design of an interface, with immediate end user buy-in and increased individual performance
Alignment of the intranet and internet for a knowledge based organisation, resulting in the reduction of costs and the provision of a consistent experience for self service or call centre service
An intranet that greatly increased compliance with policy and procedures, reducing risk

Design of information architectures to simplify finding government services
Redesign of a document management tool, resulting in increased usage and compliance with procedure
Development of a complex case management application for cross-agency collaboration, standardising workflows and practices, protecting the welfare of clients
Design of an information architecture and website that integrated disparate agencies, resulting in buy-in and acceptance of the new site