Case Studies

UX: Activewear Brand’s In-Store Experience

Challenge: An activewear client was looking to improve its customer service, but wasn’t sure how to provide the same consistent high-touch approach across its stores, or if it even needed to. Approach: We scraped review sites for store reviews and feedback on customer experience across the U.S. We also did our own mystery shopping at…

UX: Travel & Hospitality

Challenge: A global travel management company was seeing significant declines in sales as their small-to-medium enterprise customers moved towards free and low-cost options. They wanted to create something new and unique to reignite interest in their travel offerings. Approach: We researched the active traveler experience through user interviews and primary research to determine key needs…

UX: Insurance Claim Process

Challenge: A nationwide health insurance company was frustrated by their customer service reporting, a high-effort manual process that was done at irregular intervals and failed to give managers the insight they needed to effectively plan their case loads. They asked Deloitte Digital if we could build a real-time, self-service reporting tool that hooked into an…

Audience Research: New App Adoption

Challenge: Our team at Plexipixel was asked to identify an audience for the Archivist by Microsoft’s MIX Online team, including early adopters and influencers who could help drive adoption. The Archivist tracks and archives tweets on whatever keyword or user you want (you can read more about it in this blog post I wrote for…

UX: Employee Experience

Challenge: Many companies want to understand their employees’ experience, more than just what is answered on a survey. They want to understand the daily commute, working conditions, pain points, and perks of working for a particular company. Sites like Glassdoor and Indeed provide anonymized employee experience data, but can be hard to concatenate or know…

UX: Online vs. In-store Experience for Retail

Challenge: As the walls between brick & mortar and digital continue to fall, retailers want to understand how they can better blend the sales experience online and offline. Approach: Our team analyzed social media conversations – Twitter, Facebook, blogs, forums, Instagram – specifically scraping for a client and their customer experience. From that data we…

UX: Fast Food Chain In-store Experience

Idea: A global restaurant chain is facing more pressure than ever from shifts in the competitive landscape to shifts in consumer lifestyle priorities, namely “healthy” fast options. Deloitte Digital was tasked with using social media data to take the pulse of modern consumers to prevent decreases in in-store traffic levels, and ensuring the brand’s continued…

UX: Appliance Brand Customer Journeys

Idea: A major appliances manufacturer wanted to attract and retain more customers, and improve the customer experience both at the big box store and with their repair professionals. They engaged Deloitte Digital to conduct a Social Media landscape study to understand the customer engagement lifecycle and the full customer experience across the digital and physical…

UX: Staples In-Store and Online Experience

Audience Research: Global App Developers

Challenge: A large tech company wanted to reach out to developers in multiple markets and working on different platforms. They wanted to create a world-wide presence but also speak specifically to different developers’ needs. Solution: Our team conducted online ethnographic research on multiple developer forums. We determined that the most useful personas were based on…

UX: Public Utilities Digital Presence

Challenge: A regional utilities company wanted to understand how customers perceived their online presence, website, and social customer engagement. Our team had a very short timeline to analyze and implement change. Approach: With not time to conduct user interviews or a thorough audit, I asked myself the question, “as a customer, where would I go…

Audience Research: Intel and HTML

CX: Patient Support Innovation – Competitor Landscape

Challenge: A healthcare client wanted to understand how their competitors were adopting new technologies, systems, and staying “innovative” with their patient support programs. And not just in the U.S., but globally. Approach: We worked with the client to understand what aspects of a customer care program mattered the most to them. From there we created…