Clients:

EverCommerce & Subsidiaries (PaySimple, MarketSharp, Service Fusion, All Meds, MedTech, Updox, Timely, improveit 360, Dr Chrono)

‍

Role:

Exclusive Senior UX/UI Designer & Researcher.

• process/procedure development

• stakeholder interviews
• UX/CX research
• data analysis
• program strategy
• flow maps
• surveys

‍

Tools:

• Asana
• AHA
• Figma
• Google
• Condens UX repository

• MS Word
• Lucid Chart & Spark
• Alchemer
• SoGoSurvey
• Expressia

‍

Challenge:

To increase EverCommerce’s leadership in the field of integrated Software as a Solution (SaaS) platforms for health services, home & field services, fitness & wellness services, professional & financial services, and education, the company made the decision to invest in a corporate-wide process that would:

• Increase new sales by creating customer advocates
• Increase customer retention rates
• Reduce costs of retaining customers
• Improve internal collaboration
• Develop a closer bond with customers
• Increase customer satisfaction

‍

VoC Research:

Voice of Customer is a relatively new process to product development. It incorporates elements of proven customer service theories and User Experience methodologies. David's UX philosophy is to focus on customer investment in EverCommerce products, develop and nurture a corporate culture that focuses on customer/user feedback, input, high customer retention, and product/corporate promotion.

The research methods used to form a VoC program that had proven track records and new and innovative initiatives, was both quantitative and qualitative. NPS, CSAT, CES surveys, stakeholder interviews, internal documentation, external resources (Google, News, Articles, etc.), competitive analysis, SWOT (Strength, Weakness, Opportunities & Threats) analysis, and PEST (Political, Economic, Social & Technical)analysis.

‍

‍

Solution:

• Proprietary corporate CX/UX product design process driven by a customer feedback loop (Voice of Customer)
• Focuses on putting customer at the heart of the most critical design decisions with real-time insights into how the customers feel at every stage in the journey
• Builds a customer "partnership"
• Activates all groups in the organization's product development teams to identify and improve the customer experience at every touch-point
• Based on proven UX & CX best practices
• 6-phase process

‍