Gartner
Gartner helps make smarter and faster software decisions—but KPI’s showed significant changes needed to their staid, conventional portal to unlock value.
CHALLENGE & CONTEXT
We pitched a people-centric approach to spark a fundamental shift from documents to SaaS-like, winning the work from their design agency of record:
Transform value delivery: AI-powered tools that help people find the right information at the right time.
Empower experts: Interviews with customers and internal experts uncovered 5 actionable insights.
Market leadership: Our strategic design secured board-level approvals and drove successful product launches and accelerated releases.
APPROACH & SOLUTION
An intense 9 month engagement with 5 designers over three tracks—portal redesign of web and mobile, SaaS MVP with design system, and platform roadmap.
Design was directly responsible for success indicated by key metrics, such as Weekly Active Users +63% and critically AVG Value Per User +40%.
Transform value delivery
We didn’t start with designing features, but with understanding the critical role Executive Partners (EPs) played and involving them every step of the way.
The discovery phase talked to real people, visualized models, and revealed internal differences that we re-aligned through collaborative workshops.
We knew this was the path to reduce “time to value”—making useful information clear, easy to access, and relevant.
Empower experts
The resulting 5 insights made the path forward clear—focus on the people: bringing clients, experts, and peers together.
Research insights can flounder if there isn’t a way to organize real work around them—we effectively used SaaS-like practices such as Epics/User Stories and JTBD to structure the concept phase and turn ideas into products and features.
Market leadership
In the fastest product-to-launch and feature rollout in company history, the KPI’s showed our people-centric strategy delivered the results.
Transformed a document-centric services leader and a $4B value proposition with a human-centric digital design strategy
SaaS-like Value
Partnered with two SVPs to envision a digital platform that moves away from being document-centric to SaaS-like—an experience that is highly personalized and delightfully simple
Empowering Experts
Digital transformation and GenAI isn’t replacing people, it empowers them. We collaborated with sales, customer success, and support every step of the way, increasing their value
Market Leader
Our strategic design and rapid pilots showed a clear path to value, resulting in the CEO and board approving long-term initiatives and launching multiple new products