Services > Customer Experience
Trusted. Reliable. Intuitive.
Every interaction with your service, whether it’s in person, on the phone, on paper, or online, should build trust in your organization. A successful customer experience practice takes into account the full scope of interactions and is able to turn insights from those interactions into actionable improvement. To get there, organizations must learn people’s needs, design seamless experiences, measure results, and rapidly explore new ideas.
Ad Hoc can help you create high-quality customer experiences for every person no matter how they connect with your service.
Selected customer experience capabilities
CX operations
Operations and management for research, design, and product
Service visualization
Multi-channel mapping of people’s journey and service experiences
Service discovery and design
End-to-end experience design for every user
Measurement and insights platform
Gather data and put it into action
Process design
Align call center, digital, paper, and in-person processes for consistent omnichannel experiences
CX assessment and benchmarking
Discover organizational strengths and improvement opportunities
40%
INCREASE
Looking at the whole picture
Effective customer experiences require aligning multi-channel public services and internal processes.
A simplified benefit application form may ease the time tax on your public users, but they won’t get the full value of a customer experience transformation unless the tools your employees use to process those applications are also modernized with a CX focus.
Ad Hoc’s approach to improving customer experience looks holistically at the people, processes, and systems involved in service delivery, and explores inclusive, accessible solutions that reduce burden for all.
- First-time users
- Developers
- Internal teams
- Third-party organizations
- Industry and professional users
- Users specific to your service
First-time users
Developers
Internal teams
Third-party organizations
Industry and professional users
Users specific to your service
Going beyond satisfaction metrics
Gathering data about how people experience your services isn’t enough to transform the customer experience of your organization.
Ad Hoc offers organizations a way to continuously learn from CX metrics and use that to re-prioritize work and deliver value to customers. Here are two guides to take your organization’s customer experience journey to the next level.
Ready to get started?
Product Field Guide
How to move from project management to product thinking so you can systematically address customer experience issues.
Research Thinking Field Guide
User research can drive dramatically better decisions — if the research is applied with systematic, strategic thinking.
Case study
Medicare Plan Finder
Ad Hoc supported the Centers for Medicare & Medicaid Services in redesigning the Medicare Plan Finder, which allows people to find available plans and enroll. Learn more about Ad Hoc’s work on the Plan Finder tool.
Related approaches used for Medicare Plan Finder:
