Transforming great ideas into digital experiences

The Problem

A large travel stop and truck services company wanted to evaluate the customer experience of their key services and identify areas to improve the customer experience, both for their customers and within the organization.

The Plan

Precocity’s customer experience and service design team would develop a journey map to highlight potential opportunities for improvements and uncover hidden or masked processes and issues. To accomplish this, the team worked with the client to identify all potential customer touchpoints along a specific customer journey. The discovery process identified 11 personas to map as part of the process, including truck drivers (fleet and owner-operators), fleet support, shop personnel, and in-store and corporate employees. This large-scale journey map process would conduct in-person and remote interviews and contextual inquiries to collect qualitative and quantitative data. The analysis generated 11 separate journey maps by persona and one comprehensive journey map of the entire process. It also folded in some additional service blueprint layers, including back and front-stage tasks and tools.

The Results

Seventy-two interviews were conducted across all 11 identified personas. Thoughts, feelings, and actions were mapped during each step specified in the process. All channels and tools utilized were also included. Twenty-seven steps were identified across one customer journey. Hundreds of data points were mapped, allowing leadership to see existing opportunities for improvement (pain points) in the current customer journey.

Journey maps can be valuable tools to identify areas to improve your customer experience and services. Contact Precocity today if you are ready to take yours to the next level.

It’s hard to sell a product the customer can’t see. As part of the Welborn Garage Doors’ sales enablement strategy, they needed a better way to showcase products and close deals. Precocity’s team of designers, 3D animators, and developers created an augmented reality application for the sales team that allows sales reps to take pictures of a garage door and showcase available garage doors while at the Customer’s Home by providing immediate visualization of what it will look like composited onto the photo. Customer selections can be made through the application in real-time with installation prices. This enhanced the sales experience for both sales reps and customers.

As part of a comprehensive patient safety initiative for a leading university medical center, Precocity was engaged by a UX consultancy to build an innovative digital reporting application. Precocity trained deep-machine-learning classifiers to seamlessly route reported safety issues to medical staff in real-time. Precocity also harnessed document-embedding techniques and a nearest-neighbor search index to allow reviewers to quickly find similar events. The result strengthened this major U.S teaching hospital’s position as a leader in digital technology, as well as its commitment to providing the most powerful tools to optimize clinical decision-making and patient outcomes every day.

Precocity was engaged to design Porte, a new fintech mobile banking product for a major financial services firm. The end-to-end product solution included market research, branding, user interface design, and app development. On the backend, Precocity data engineers modernized the client’s development processes with AGILE methodologies and current best practices. From concept to launch, Precocity brought multifunctional expertise — adding value by facilitating internal team collaboration and convening external stakeholders. As a result of Precocity’s full-spectrum support services, this premium banking experience is continuing to disrupt the personal finance space and create unlimited opportunities for growth.

With a passion for providing the best experience for their customers, a major automotive manufacturer wanted to ensure that the usability of their systems and apps was top-notch. With our UX research expertise, we guided them through regular usability studies throughout the design processes to achieve usable, delightful experiences with their next-gen products.

Milestone wanted a better way to discover actionable insights on their direct mail reporting. A marketing analyst would spend 40-60 hours per week to compile and clean the data and prepare a report with data 3-4 weeks old. Data points did not have a consistent definition and there were often discrepancies in reporting across the organization, due to a lack of centralized data and measure definitions.

Precocity developed a Google cloud data platform to serve as a data warehouse. Precocity helped define and standardize data elements, automate the data collection and presentation of the direct mail to invoice data comparison, and eliminated virtually all of the manual effort required. The standardized, automated data ingestion and transformation promoted consistency in data elements and reporting across the organization. Additionally, Milestone now has a cloud architecture to support an internally growing desire for more visible data to eventually serve all departments throughout the organization.

Say goodbye to reporting on manual extracts. With Looker, the front-end visualizations are directly connected to the data warehouse. Looker issues queries to the live data and creates visualizations on the fly. With the data warehouse automation, real-time data analysis and visualization is now at their fingertips with this self-service solution.

TouchPoint engaged Precocity to rebuild their website to more effectively support and service their expanding ATM banking and cash management client base in 14 states. In addition to improved website functionality and backend development, their visual identity needed a “facelift.” As a full-service web design solution, Precocity made it easy — offering an industry-differentiating combination of robust web development expertise and exceptional graphic/UX design talent. The modern, updated logomark refreshed the brand without eroding its equity by making it unrecognizable, and the complete family of visual assets is helping position TouchPoint for continuing growth and success with a fully integrated brand presence.

CDC Small Business Finance sought to build a new website for their customers. In order to best meet customer needs, Precocity and CDC Small Business Finance stakeholders held a joint workshop in San Diego. This workshop identified goals, pain points, and objectives for the site redesign. The results outlined a multi-phase process for the site redesign including Journey Mapping for customers, website design, and website development.

In the first phase, Precocity conducted extensive research of the user experiences as well as a detailed site analysis. Precocity conducted customer interviews to determine customer needs, pain points, and opportunities for improvement. Understanding CDC Small Business Finance outside-in from the customer’s point of view first, allowed the research and design teams to focus internal stakeholder interviews and research initiatives around the customers’ needs, ensuring the final outcomes delivered customer-centric products. Precocity summarized this process with a journey map and key recommendations that were foundational for the website design process.

In the second phase, the user experience team designed the interaction flows and information architecture for the site. Then a detailed design was created that added a polished and interactive feel to the architecture. The website was developed with WordPress and included site enhancements such as lazy-loading, minified asset files, and flexible custom layouts. These custom layouts included unique page content, as well as components to enable global content updates, reducing the time it takes site editors to update loan amounts on multiple pages. Custom workflows were created that streamlined the customer journey and connected them to the correct loan officer, ensuring the customers could get taken care of in the most efficient manner possible.

When a major retailer could not retrieve critical sales data that was siloed across their enterprise, executives and sales teams discovered they needed a way to access revenue insights in real time. Precocity stepped in to build a customized reporting tool that seamlessly delivers current and historical analytics. The intuitive Flashboard consolidates multiple data sources and gives users the ability to filter, drill down, and visualize sales insights and trends. As a single sign-on solution, the innovative tool streamlines report queries and management through a user-friendly web portal, which empowers company leaders with the actionable data they need to make the best business decisions — in a flash.

The Problem

Nokia is a telecommunications hardware manufacturer that supplies products to all of the major telecommunications providers maintaining our cell towers such as AT&T, Sprint, Verizon, and more. Additionally, Nokia provides training for all of their hardware and needed a better, more interactive digital solution to support the training needs of their technicians for 5G rollout.

The Research

Precocity conducted a needs assessment based on interviews with subject matter experts, those writing the training, those maintaining the manuals, as well as the technicians and their managers to better understand what’s working about their online training, and where it fails to meet the needs of the techs in the field. We reviewed their training materials and the processes of replacing old tower hardware with new.

The Solutions

Based on suggestions of the company’s innovation team, along with confirmations from their field techs, we designed and developed a mobile augmented reality solution to provide remote, and just-in-time learning. These new courses leveraged existing training material when a tech had the time to review or learn about something coming soon. What really shined was the Augmented Reality, 3D interactive tutorials that could help a tech perform maintenance with step-by-step installation instructions. The AR option allowed the tech to overlay virtual hardware in their actual space to compare wiring and setup.

The Wins

This product reduced training time while improving repair and install times. It also supported technicians in their role by allowing them to always stay up to date with changing technologies. It was a win for Nokia, their clients, and their technicians.