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Unlocking Digital Transformation Opportunities with Tech-Savvy Ways of Working
Digital Transformation through a Design-Centered Operating Model
Future-Proof Architecture for Lasting Digital Transformation
Digital Transformation with Patients at the Heart
Powering Performance with Sense-Learn-Adapt Abilities
Securing Sustainable Loyalty with a Digital Product Future
Developing a Digital Collaboration Approach
Visioning and Designing a Digital Future
WORKFORCE
OPERATIONAL
OPERATIONAL
OPERATIONAL
CUSTOMER
CUSTOMER
CUSTOMER
WORKFORCE
We jumped aboard a government agency’s digital transformation journey to cultivate new, tech-enabled ways of working. Rooted in change management and behavioral change best practices, our approach prepared departmental functions to unlock the potential of digital transformation—made possible with a change in both technology, and employee engagement and mindsets surrounding the technology.
The results speak for themselves:
Unlocking Digital Transformation Opportunities with Tech-Savvy Ways of Working
improvement in user engagement and attitudes towards technology
50%
increase in the number of employees bringing laptops to meetings
23%
increase in the number of employees taking digital note
50%
through strong partnership between IT and the business
Ingrained digital transformation capabilities
With an agile, design-centric future in their sights, our client—a Fortune 50 life sciences company—
embarked on their change journey. Sure, this transformation originated within IT, but pulling it off required a fundamental overhaul of processes and ways of working across the business. Creating a digital transformation strategy, and designing and employing a robust change management blueprint, we helped the client implement new roles, responsibilities, business processes, tools and ways of engaging with business stakeholders. Simply put, we equipped them with lasting capability, so they now know how to lead digital transformation themselves.
Our impact:
Digital Transformation through a Design-Centered Operating Model
through lunch and learns, leader and stakeholder engagement, change champions, measurement tools and learning
Embedded digital transformation capabilities
of the digital transformation’s purpose, objectives and impacts
Heightened employee understanding
technology efficiencies, process efficiencies, new business opportunities, accelerated value realization and customer satisfaction
Positioned the client to capture
Plagued by years of technical debt, a leading food services, facilities and uniform services corporation needed our help. So, to transform its fragmented, complex tech stack into a modern, service-based architecture, we reimagined the company’s technology and operational capabilities. We integrated finance, warehouse management, field operations and always-on customer insights. This enabled them to flip technology from an obstacle into a durable foundation to power digital transformation, all thanks to reimagined systems that enhance customer experiences, streamline business operations and deliver enhanced insights to employees.
Our value delivered:
Future-Proof Architecture for Lasting Digital Transformation
New sources of revenue
growth and operational
cost savings
Ability to deliver next-generation customer experience through improved insights
Transformed finance and business operations
Despite caring deeply for its patients, our hospital system client struggled with limited digital capabilities, disjointed processes and disparate systems—preventing employees from delivering a seamless and empathetic experience. A fresh digital vision was needed, and more importantly, an understanding of how to make a digital transformation plan a reality. Our team engaged the C-suite, senior leaders and hospital working groups to shape, test and iterate on a digital vision. This went beyond just the technology, embedding an understanding of stakeholder feelings and needs. We worked with the client to ideate on 95 potential opportunities to enable the vision. Then, we validated the activities based on efficiency, patient experience and clinical quality opportunity, while also assessing operational impact and system complexity. Our work culminated in three priority initiatives to illuminate a digital transformation roadmap.
Our value delivered:
Digital Transformation with Patients at the Heart
Buy-in and alignment on the vision and direction of digital transformation programs
A clear digital transformation roadmap
Client positioning to enhance efficiency, quality, and most importantly, experience through digital capabilities
A leading provider of perforating and well completion systems had enjoyed over two decades of organic growth, while its back office played catch-up with the rest of the business. Paper-based processes and manual sales operations left them planted. To ignite progression, the CEO prioritized a major digital transformation plan. In order to shape the company’s digital vision, we led them through a Futures session. Building from that vision, the leadership team decided to prioritize a digital product configurator and e-commerce platform that would automate parts of the order process, streamline the experience for customers and enable the company to serve customers at never-before-seen speed and volume. Every customer interaction and the supporting back-end architecture was blueprinted to power a digitally enabled, engaging experience. Our UX team then created rapid prototypes of the future portal functionality, and technologists assessed the current architecture and systems to scope future development work.
Our work lifted the fog from the company’s digital future. It:
Visioning and Designing a Digital Future
Brought program management, technical architecture, experience design, service design, and
business alignment acumen to blueprint the digital future
Highlighted business and process gaps the company would need to fill to achieve its digital future
Rallied the entire organization around the vision and direction of digital transformation
North Highland fueled a leading government agency to maximize the impact of its digital transformation project plan by reimagining the ways of working surrounding technology. Following the delivery of a new batch of Windows 10 smartphones, laptops and desktops, we touched base with over 40 employees, Microsoft and other government departments to craft a new approach to collaboration using Office 365. Our team led an application assessment, grounded in user needs, technical constraints and ease of implementation within the agency’s cultural context. Connecting disparate stakeholder groups, we aligned teams on a clear, cohesive vision for collaboration and embedded those principles agency wide.
Our value:
Developing a Digital Collaboration Approach
Successfully implemented new Microsoft Office tools to 39,000 users
Achieved maximum digital ROI through effective, collaborative ways of working
Spawned alignment on the enterprise-wide vision for collaboration
No industry escapes the rising number of customers who choose experiences over brands. The stakes for their loyalty have never been higher, and the media industry knows it all too well. Our client, one of the largest media companies in the UK, looked to us for help on understanding the signals of change and strategizing to stay ahead. A Futures session laid the foundation for our team to highlight potential future scenarios and define a corresponding vision for customer loyalty. Then, we hatched a strategy to drive customer attraction, retention and revenue, involving several digital product concepts. This work enabled our team to develop a concept and prototype for a new digital platform that delivered a connected, cross-product experience. Through customer labs, we tested and refined the concept.
Our outcomes:
Securing Sustainable Loyalty with a Digital Product Future
A digitally enabled
customer strategy focused on attracting, engaging, and retaining customers with a seamless experience
Multiple digital product concepts, culminating in an overarching digital platform concept
A business case and clear digital transformation roadmap to propel the organization toward a customer-centric approach
Digital businesses naturally have a head start: they can sense, learn and adapt to the ever-changing environment. But our client, an agriculture and home improvement retailer, didn’t want to settle. Following operational changes within its distribution centers, leadership found that efficiency started to improve. The bad news: supervisors lacked the insights to monitor performance and identify opportunities for improvement. The client called upon us to define key performance and operational metrics, as well as developing system-integrated dashboards to help them track progress and pinpoint real-time improvement opportunities. Our work blossomed into nine Tableau dashboards that offered real-time data and insights on individual and warehouse performance, productivity and labor management. With consistent metrics across departments, leadership could rapidly standardize and scale the new analytical capabilities across the distribution center network.
Our work empowered the business with sense-learn-adapt capabilities, providing the:
Powering Performance with Sense-Learn-Adapt Abilities
Dashboards that enable management to quickly assess team performance and identify opportunities for improvement and adaptation
Ability to respond to
performance issues as they occur, while having real-time visibility to upstream and downstream operations
Real-time data and reporting that reinforce performance expectations and facilitate feedback conversations with teams
shift into
digital SPEED
Successful digital transformation programs go beyond simply interconnecting technology. They also involve the adoption of agile mindsets, rooted in a vision for a digital future that creates new value.
Transformation is a click away
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shift into
digital SPEED
Businesses that shift gear into digital speed will lead the pack in an ever-changing future.
Our Perspective
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Digital Insights
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