Case Study: How Intertech Helped a Multi-Billion Dollar Energy and Agriculture Company Redesign Its Customer Portal
From time to time, we like to share case studies of what we’ve been working on here at Intertech. It gives insight into the type of work we do, what you can expect if you work with Intertech to solve your software needs, and what it’s like to work as a consultant for Intertech on challenging projects.
Our newest case study features work Intertech did for a multi-billion dollar national agriculture and energy cooperative. The client is in the process of updating over 100 custom applications as well as their customer portal that allows users to access various tools and manage their accounts. While the client does have an internal development team, they don’t have any experts in user experience. Intertech helped set up a process for UX design that the client’s teams can use moving forward to reimagine the customer portal experience.
Typically, our case studies focus on the code that Intertech consultants wrote to help solve clients’ problems. In this case, Intertech’s technical expertise did play a role, but the final product wasn’t code. Instead, our consultant researched, created, and codified processes for the client to use moving forward with their own internal development projects.
This project was especially challenging due to the scale of the undertaking and the circumstances of various users of the client’s applications. Since the client is an energy and agriculture company, many of their customers will use the applications from remote locations, with all the connectivity and latency issues that come along with remoteness.
The client is undertaking a large-scale effort to modernize many applications and tools for their clients. Each of these tools will have nuances to the types of target users and the customer journeys through the applications. Good UX design is essential to a fast, intuitive, and useful experience with the newly updated tools. However, the client doesn’t currently have any UX specialists on staff to lead the effort of storyboarding, competitor analysis, task flows, and various other steps of user experience design.
Resources & Guidelines for Success
Intertech provided this expertise in a templatized manner. Our consultants created a repository of proprietary resources and guidelines, customized to the client’s needs. Each of these resources is reusable across various application redesign projects. The end result is the client now has a clearly defined process for the user experience that engages all project stakeholders. When followed, the UX pipeline ensures that new applications meet the needs of the company and its customers in a simple, effective manner.
Our consultants worked directly in the client’s offices, meeting with key stakeholders and working alongside project owners to establish a UX pipeline that works with the company’s existing practices. Thanks to our consulting, the client was able to quickly add UX expertise to their team without needing to search for and hire full-time talent. The resulting UX pipeline is driving a new level of service for their employees and customers. With better support and more intuitive functionality, the redesigned tools and applications will raise customer satisfaction and loyalty while also creating greater consistency across all applications the client owns.
To find out more about our project with this client, check out our newly released case study. To hear about other solutions we’ve implemented for past clients in wide-ranging industries, dive into our past case studies.
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Also published on Medium.