Overview

Client

Imagine Deliver is a specialized, Minnesota-based consultancy that focuses on inclusive design and equitable strategies for system redesign.

Problem

Imagine Deliver reached out for help with a multi touchpoint strategy with the goal of becoming thought leaders in the consultancy space and landing clients with seven-figure contracts.

Solution

Our touchpoint strategy focused on four phases that we imagine happen before on-boarding a new client. Throughout these stages, we are focusing on content consistency and hierarchy and ensuring clear and redundant messaging. 

  • Methods

    stakeholder interview

    deep dive research

    affinity diagram

    strategy statement

    touchpoint strategy map

    prototyping

    client presentation

  • Tools

    Figma

    Zoom

    Google Doc & Sheets

    iMovie

  • Deliverables

    strategy statement

    touchpoint strategy map

    high fidelity prototypes

    client presentation

The research

Client intake

To begin, my team overviewed who the client was in a know/don’t know/assume approach. We then interviewed a stakeholder at Imagine Deliver to understand what their goals are and how we can best help. From this interview we established that Imagine Deliver wanted an updated design strategy that was user focused, pushed their reputation as thought leaders on a national scale, and gained them national clients who wanted system redesign within their respective businesses.

 

 Deep dive research

With these goals in mind, my team wanted to learn more about the space we would be working in. We broke apart to complete a competitive audit, content inventory, and a deep dive into Imagine Deliver’s digital platforms. We pooled this information into an affinity diagram to find common themes.

The plan

Strategy statement 

A strategy statement was curated with the information gleaned:

All user experience touchpoints for Imagine Deliver will help leaders with the capacity to make change feel introspective and confidently empowered so that they are able to make structural changes. Our strategy does this by focusing on clearly articulating what they offer and who they are and developing consistent thought-provoking content. As a result, we hope to see a change in touchpoint engagement and more national clients ready to make big impacts. 

Touchpoint strategy map 

My team created a touchpoint strategy map that I then digitized and designed. The purpose of this was to identify what stages and touchpoints a user might experience on their journey to being on-boarded by Imagine Deliver. Through this, we came up with our strategy. It will center around the concept of Imagine Big Ideas, thought pieces dedicated to Imagine Deliver’s goal of transforming systems.

The solution

Prototyping 

Each touchpoint from the map was sketched out and then prototyped. I chose to redesign the homepage of Imagine Deliver. The homepage redesign will:

  • ask visitors a “Big Question” when they look at the page 

  • an introduction to the “Big Ideas”; monthly thought pieces written by Imagine Deliver staff 

  • a quick sign up for the newsletter 

  • icons for social media encourages readers to dive deeper into the specific work Imagine Deliver can do

  • spotlight Imagine delivers latest work with case studies

Low fidelity sketch

High fidelity prototype

 Client presentation

These ideas were gathered together for the client in the form of a video presentation and a prototype package

Excerpts from prototype package

If you enjoyed learning about my work with Imagine Deliver, I would love to hear about it! Feel free to shoot me an email. If you are looking for your next User Experience hire, I would especially love to hear from you!