Digital Delivery Strategy
Opportunities
Overnight, this university became the go-to for all things health with over 15m global visitors a day for information from the Covid Resource Center. But, they didn’t know who, where, and more importantly why folks were visiting.
Approach
After interviewing and segmenting the different user types, their needs and motivations, we then articulated a UX feedback loop to deliver continuous usability data for a private research university during a global pandemic.
Results
15m+ visitors a day
Growth from from 200m to 4.56 billion feature requests per day
Personas and user story library including motivations, source material, goals and concerns
Survey and VoC toolbox
Improved rigor and customer centric practice
Delivery cycle optimized for product teams to have a stronger case behind release management
Improved CSAT and NPS score