Method
Our method for digital projects
We start with goals and processes, design the experience, build the technology and define support after launch. For each stage, we agree activities, responsibilities and expected outcomes. For technology projects we assess timing, functionality and reliability; for eCommerce channels, we also review commercial results.
1. Project assessment and strategy
We review goals, users, data, processes and existing systems. With the client, we identify constraints and priorities, define the project scope and, for agents and skills, the tasks and rules to follow. The outcome is a plan of work with clear responsibilities.
2. User experience and operating model
We design user journeys, interfaces and content alongside the processes that support them. Through prototypes and operational workflows, we define who makes decisions, who carries out the work and which data will be used to assess its effect.
3. Development, integration and launch
We build or update the solution and connect it to the data and systems it needs. With the client's team, we test functions, user journeys and, where used, the work of agents and skills against the defined rules. We then prepare people and processes for launch and measurement of results.
4. Maintenance, management and improvement
After launch, we maintain and develop the solution. For eCommerce projects, we can also manage agreed operations. With the client, we set the next priorities, make changes and assess their effect using measures relevant to the project.