Past Project analysis: Documentation, “Wash-up” notes and email communication from previous projects were reviewed

Listening Tour: Semi-structured interviews were conducted with members of the Thrive team who had a high degree of involvement with clients. 

CX audits: investigations into our marketing avenues such as the website, brochures and packaging were conducted.

Blueprint analysis

Using the information gathered by conducting my research strategy I mapped the entire customer experience into a “service blueprint” from initial contact via marketing channels through to sign off of the client project. 

Service blueprint of Thrive wearable's client journey

This map allowed me to note all of the actions, props and processes required to facilitate the current journey, noting the benefits, issues and opportunities with each along the way

Key insights

Website design

Our “Approach” page was offering an overwhelming choice of project approaches without the necessary information to make an informed decision about which approach to explore next. Additionally, the structure and design of many of our pages was inconsistent. There were multiple design layouts used across the approach and case study pages with recently updated designs not being reflected in the remaining pages.

The approach page was completely redesigned through competitor research, wireframing, interactive prototyping in Adobe XD and design reviews with the marketing team until an ideal solution was reached.

This narrowed down the users initial decision from an overwhelming 7 options without context down to a decision between 3 contextualised options. It was also much clearer where each approach sits on Thrive’s product development timeline.

Packaging design

Thrive’s initial packaging solution was inconsistent with our beliefs in sustainability. Additionally, we were missing out on an excellent opportunity to wow our clients. Lackluster presentation has had a negative effect on the reception of our prototypes in the past so a new solution was devised.

I developed a new net design in line with our brand guidelines through a series of design and review sessions with the marketing team to achieve a final design that we felt represented the company brand and our beliefs. The boxes are made from sustainable sources and are 100% recyclable.  

‍Thank you notes to include a personal touch and explain to the client how our choice of packaging is influenced by our beliefs in sustainable design.  

Document consolidation

A template map was created as a tool to consolidate the existing templates by mapping our services against each stage in the project process. 

This map was used to locate, analyse and work through the company templates systematically. The templates were individually assessed in collaboration with Thrive team members as they were being used for current client projects. Content and layout improvements were documented during this process. 

Template map

Template redesign

All 20 templates were reformatted into a consistent layout order and it was ensured that each document heading and subheading was supported by content guidance notes that were consistent across the other documents and provided a basic paragraph structure. 

All documents were developed through whiteboard sessions and were based on evidential success of content in similar templates. The first versions of these templates were distributed to clients. A number of updates have been made as a result of how successful the templates were in meeting the clients needs. 

New consistent templates

Continuous feedback is vital to providing a successful client experience. Insights derived from this research allow us to catch areas where we are letting the client down and validate any changes we have made to our current service.

Client feedback

I wrote a client interview to be conducted at the end of each project to determine parts of the client experience that went well or could be improved. The script was written so that any member of Thrive could run the interviews though it was recommended that this interview is conducted by a team member not directly connected to the project.

This is an exploratory process. The questions give structure to the interview and allow us to keep track of how Thrive are doing in certain areas of client interaction, but their primary purpose is to guide the discussion and provide the clients with an opportunity to express their needs.  

Insights were derived and written up following thorough analysis of the results

New consistent templates

Internal feedback

By gathering internal feedback I sought to document the learnings acquired through the conduction of the project, as well as validate the customer feedback and identify how problems and moments of delight had occurred.

A template questionnaire was written to gather this information. The questions aligned well with the customer feedback questions to aid in identifying patterns in the data. 

The results are stored in a database so that we can identify trends over time, and are used to support discussions in the project close-out.

Project close-out workshop

I created the project-close out session to ensure that the learnings from the project were translated into actionable objectives.

Insights derived from the the customer feedback and project team questionnaires, are translated into discussion points and sorted into categories. In the session I guide the team (consisting of the project team, marketing lead, sales lead and operations manager) through the discussion points one at a time.

‍Facilitating a conversation that translates the findings into actions for improvement, using the opportunity to assign these tasks an appropriate owner during the session.