A major energy and agriculture company engaged Intertech to create and implement a process for agile user experience (UX) design. The client wanted a process whereby all major stakeholders could have an informed contribution to the creation of a new customer portal. Our expert Intertech consultant worked in the client’s offices to build a new customer portal, establish UX processes, and set up a continuous integration and deployment framework.
As a result of our consultant’s work, the client now has a clear process for updating existing services and designing new ones following UX best practices. Changes can be applied at any stage of project development with minimal impact to ongoing business, thanks to the groundwork Intertech originally laid in modernizing the company’s stack and setting up CI/CD. Intertech has helped the client reduce risk, increase efficiency, and prepare for the future while embracing a user-centric style of development.
With customers across the country and over 100 custom applications, the client has begun a large-scale effort at modernizing their technology. Part of that modernization effort is upgrading the user experience when using the various applications. Updating the design and workflow of so many applications is already a big challenge. To complicate things further, most of the client’s agriculture and energy customers work and use the applications in rural locations. Rural use brings challenges of connectivity and supportability into the design thinking process.
The client’s internal team has little to no experience in UX practices and processes, as well, making the transition to modernized applications and design doubly daunting. The client’s goal in engaging Intertech was two-fold: create an updated customer portal experience that would engage and please users while laying the groundwork for a UX/UI process that could be replicated and used as a template for existing and future projects.
Working from the client’s offices, the Intertech consultant began by meeting with the various business and development groups as well as the stakeholders, product owners, and project managers. Based on the input from all parties, our expert consultant devised a 35-step plan that laid out a new UX-based workflow. The plan defined each task, the team members that needed to be involved, and what the deliverable at each step would entail.
The general flow involved vision boards, remote and in-person research, competitor and heuristic analysis, 508 and A11Y analysis of both current and future states, personas and empathy maps, MVP and user story generation, card sorting, site maps, user and task flows, sketches, wireframes, prototypes, design system generation, evaluation research, and setting up a proper workflow and handshake with the various development teams. Each step focused on testing and learning from market and user feedback to create the most user-friendly application possible.
At the end of this process, the consultant created a UX Repository that can be continually updated for all documentation. All stakeholders can use the repository going forward as a starting point and template for new or existing projects.
Our Intertech consultants provided expertise in UX design and technology that was missing from the client’s internal team before the project began. The client was able to quickly add a team member with deep domain expertise to the in-office team shortly after engaging Intertech, without having to search for, hire, and retain full-time UX talent.
Intertech’s consulting helped the client provide a new level of service for both their employees and the end users of their products. The internal development team now has clear guidelines for user-centric development, with goals and milestones that make it clear when development is making progress. As a result of Intertech’s planning and repository building, current and future products and services can now offer levels of support and experience that were previously lacking. Higher customer satisfaction, delight, and loyalty are the key benefits of this design upgrade.
From the day it was founded in 1991 by local entrepreneur Tom Salonek, Intertech has been a company with an important difference: unwavering commitment to customers, employees and the broader community through excellent work, smart workplace and financial management, and creative philanthropic involvement.