Driving Innovation Through Digital Customer Experience

Challenge

A federal health agency was lacking external collaboration to bring innovation to their healthcare system. They sought our customer and product expertise to create and implement a process that would improve their partnership engagement efforts.

Discovery & Design

We facilitated focus groups and interviews with more than 150 internal and external stakeholders to design and launch an interactive webtool to attract, vet, and select innovation partners. The new digital platform makes it easy for potential partners to share ideas and engage with the agency. 

Driving Impact

  • Designed and launched a new website to engage an ecosystem of more than 200 external collaborators to develop strategic partnerships and exchange of products and services between the federal agency and vendors
  • Increased engagement with diverse types of organizations, including small businesses – 68 percent of web submissions had never done business with the agency and 42 percent had never had a federal contract

Capabilities