Work
We listen first. | The right fix follows.
In nearly every story, the people who designed the system had never had to do the job. The names stay private; the full versions are shared on request.
Car dealerships
Billed for things | they never had.
One of the biggest software suppliers to car dealerships. Thousands of customers, and the gap sat on the bill.
Thousands, sometimes tens of thousands, every cycle, for services they didn’t have.
Dealers hired someone full time just to audit their bills.
The supplier couldn’t see it. Dealers kept paying, because they needed the software to run.
Payroll and HR
Small businesses, | still on paper.
A payroll and HR provider to small businesses. Owners still filled in paper forms, and one had to apologize to a vendor because a report came late.
Owners sent paperwork in and heard nothing back unless they asked.
We mapped where it broke for the owner, then tested a paperless route with them.
Less back and forth, and time back for owners.
A federal agency
A complaints process | that sat between groups.
Accessibility and complaints work spanned groups that shared nothing.
We redesigned how it ran and helped form the team to run it.
One route for every complaint, and a team that owns it.
Case studies
The longer stories.
Who we listened to, what they told us, and what we handed over.