Case Studies
OUR WORK
Proven value, decades of experience. We're proud of the positive impact we make.
FEATURED CASE STUDY
Disrupting Healthcare
We all know that dealing with healthcare sucks, and the health insurance industry is the worst of it. So how did we reinvent this incredibly poor human experience?
PROBLEM
Healthcare today, including the delivery of clinic services and associated healthcare insurance, has long been painful and confusing. Current insurance plans are complicated to understand, and lack transparency when it comes to costs. Clinics lack a customer-centric mentality, historically focusing on churning customers through rather than a positive service experience.
SOLUTION
Shift lead a cross-functional team of stakeholders, patients, and external vendors to redefine the healthcare experience. Service design activities included: end-to-end future state mapping, assessment of feasibility, viability, and desirability, experience requirement definition, and workforce enabling guidelines.
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INNOVATION STRATEGY
Underserved Markets
When your business model is based on serving a heartland markets, but the vast majority of opportunity lies in metropolitan markets, how do you adapt?
PROBLEM
Our financial services client had a strong niche market that they served very well. As that demographic became saturated, however, opportunities to grow existed primarily in metropolitan markets. While metro markets did present a great deal of opportunity, it also presented more competition. Additionally, tactics used in rural areas weren't ideal for metropolitan hubs.
SOLUTION
Shift facilitated a series of workshops and other empathetic activities to identify the areas of potential improvement, quantify and prioritize each of those opportunities, and frame the highest priorities to ideally activate delivery teams.
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[Shift's] ability to solicit and apply customer insights to the final solution design was exceptional.
❞
- Jamie Stevens
President of Healthcare Quality Management Systems (HQMS)
OPPORTUNITY FRAMING
Prioritizing Initiatives
Most companies have a business strategy supported by a series of projects or investments that drive strategic goals. So how are these investments evaluated to determine their "true" strategic benefit and priority?
PROBLEM
Businesses frequently prioritize projects or strategic initiatives based on the say-so of a person with influence or simply the loudest voice in the room. Our banking client had these pet project problems but also generally weren't ensuring that democratically selected projects would provide the most value.
SOLUTION
In three days, Shift facilitated a senior team through the design and implementation of a systematic and repeatable project prioritization system. We helped to define the right criteria (through an overall lens of business viability, customer desirability, and delivery feasibility), set the appropriate weighting factors, and assign scores to projects.
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DESIGN THINKING & CO-CREATION
Bad Client Experience
When your customer describes you as "hard to deal with," you know you have a problem, no matter how good your product is. So how did we solve the problem?
PROBLEM
Our Agriculture client had spent quite a bit of money already trying to improve the relationship with their primary customer, a re-seller of their products. Despite that and an inordinate amount of customer surveys and regular "voice of the customer" meetings, they still failed to improve the customer experience.
SOLUTION
Shift knew that the solution was to involve these distributors more directly in the creative process. With just a two day workshop we were able to identify the real sources of the problems, and collaboratively design (Co-Design), with distributors, a spectrum of viable solutions, including easy quick fixes and ideal future-future state solutions.
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