Customer Experience (CX) Workstream

THE CHALLENGE

An automotive client wanted to integrate customer feedback and needs consistently into their software development workflows. 

Software Developer Coding
THE SOLUTION

  • Assembled an Envorso team of UX Design, Product Management, and Software Engineering experts.
  • Diagnosed the systemic issues through interviews, observation, and analysis of tooling/documentation.
  • Delivered recommendations to instill a culture of customer obsession, integrate CX throughout the development process, and enhance CX capabilities.
  • Identified key change agents within the client’s team.

People working on a kanban board
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RESULTS

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Stronger alignment of the software org to their end customers. 

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Enhanced collaboration with product management and design. 

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Significant improvements in mobile app software quality and performance. 

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Identified and recommended promotion of a software development manager to act as an interim leader, transforming the mobile organization into a positive example for the entire company. 

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