Seeing your business through the eyes of your customers and employees. Listening closely to what they are saying. Observing their behavior to uncover the motivations and needs that go unspoken and unmet. Solving problems before they even knew one existed.
Examples of our work
Simplified and digitized the mortgage-origination process
Helped a telecom company transform its service-dispatching process through automation,
Cut the time it takes customers to open a new account
The need is greater than ever
How we get there: It's a journey.
The impact is rapid and dramatic on multiple fronts: customer satisfaction, revenue growth, cost to serve, and employee engagement.
Apply ethnographic research
As a leader of McKinsey Design’s global team, works closely with clients to ensure the use of a customer-centric approach to creating products, services, and experiences
Digital PartnerNew York
Combines creative vision with compelling design to drive innovation and reinvent how businesses engage with customers
Works with clients across the technology, media, telecommunications, and other sectors to use design and customer-centricity to increase growth
Shapes design vision on projects; explores and uncovers opportunities for clients to create strong connections with their customers through compelling and innovative product solutions that surprise and delight
Stina Carlsson Reich
Reimagines customer experiences and uses digital as the catalyst to build the businesses of tomorrow