Customer Well-being
By reframing customer support as customer care and well-being, we’ve enabled B2B providers to unlock innovation that drives enduring loyalty and shareholder value.
Three pillars for customer well-being:
Undiluted care at scale
As companies rapidly scale, new business models and delivery channels demand internal efficiency. However, as large teams branch into smaller functional areas (like customer support, success, and renewal), organizations often suffer from fragmentation and silos. When scaling up, great care must be taken to avoid compromising the quality of service – particularly within the realms of pre- and post-sales customer support. The solution? An adept balance of high-tech and high-touch care.
High-tech customer tools
Helping customers help themselves is the first step in driving efficiency. In fact, we've discovered that empowering, self-guided solutions are often what customers seek out first. A solid, high-tech solution that prevents the need for more involved customer support not only increases customer satisfaction and loyalty – it also gives your teams the time they need to operate more efficiently.
High-touch care interface
When customers have a need for help beyond high-tech tools, they need a fluid transition to support that meets them where they are. A unified support interface reduces friction and frustration across touchpoints. Not only does this drive customer loyalty and business value - it turns an often aggravating customer experience into an opportunity to delight.
How might we reimagine and scale a post-sales customer success organization that effectively drives internal efficiencies while delivering personalized & loyalty-creating value to customers?
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Employee Well-being
We’ve uncovered an optimal approach to designing for employee well-being – one that keeps passionate engagement and employee growth at its core.
Three pillars for customer-wellbeing:
Care through Benefits Engagement
Employees thrive when they can act on their goals with autonomy and agency. Rather than spoon-feeding them perks and conveniences, true employee care means empowering people to achieve their own goals frictionlessly.
Constantly offering more benefits isn’t realistic. Instead, we’ve reimagined ways to provision existing benefits for enhanced discoverability and employee engagement.
How do we enable employees to discover and use their relevant benefits during the moments that matter most?
Leverage the power of employee's life moments as anchor points to serve them relevant benefits in a relatable manner.
Use appropriate channels, communities and conversations to bring awareness to benefits in a culturally relevant way.
Close the intent-action gap, and drive the best value, by creating a frictionless experience for discovering and leaning on benefits.
How might we move beyond standard talent acquisition to frame a new approach that drives employee well-being through learning, equity, and benefits engagement?
Growth through Learning & Development
As roles and jobs continuously evolve, constant upskilling and reskilling is now a must-have for companies to retain their employees.
Employees' personal growth is a key contributor to well-being and drives retention.
A robust learning and development program is a key imperative in this ever-changing world.
How do we empower employees to fulfill their personal trajectory of growth in a way that is closely attuned to the needs of the company?
Provide a digital high-tech, high-touch platform that encourages employees to learn and grow by pairing their personal aspirations to available mentorship.
Make growth opportunities more discoverable through codified mentorship and peer-matching programs.
Enable transparent access and agency to choose opportunities that can expand employee horizons.
How might we go beyond standard talent acquisition to frame a new approach that drives employee well-being through an increase in learning, equity, and benefits engagement?
Equity through Inclusive-Hybrid-Working
Remote work has introduced new space and time constraints that impact how well employees are able to collaborate.
Employees want to meaningfully influence change, cultivate leadership savviness and feel heard, wherever they’re working from.
Teams need to be able to strengthen their communication and champion their ideas, whether or not they’re in person.
How do we foster equity for employees, while balancing their needs for both individual authenticity and communal belonging?
Empower employees in the hybrid workplace by making them the hero.
Increase equity and alleviating fear of missing out by championing their contributions.
Introduce new digital tools, both software and hardware, that help the user shine rather than the technology.
How might we go beyond standard talent acquisition to frame a new approach that drives employee well-being through an increase in learning, equity, and benefits engagement?
Care through Benefits Engagement
Employees thrive when they can act on their goals with autonomy and agency. Rather than spoon-feeding them perks and conveniences, true employee care means empowering people to achieve their own goals frictionlessly.
Constantly offering more benefits isn’t realistic. Instead, we’ve reimagined ways to provision existing benefits for enhanced discoverability and employee engagement.
How do we enable employees to discover and use their relevant benefits during the moments that matter most?
Leverage the power of employee's life moments as anchor points to serve them relevant benefits in a relatable manner.
Use appropriate channels, communities and conversations to bring awareness to benefits in a culturally relevant way.
Close the intent-action gap, and drive the best value, by creating a frictionless experience for discovering and leaning on benefits.
Growth through Learning & Development
As roles and jobs continuously evolve, constant upskilling and reskilling is now a must-have for companies to retain their employees.
Employees' personal growth is a key contributor to well-being and drives retention.
A robust learning and development program is a key imperative in this ever-changing world.
How do we empower employees to fulfill their personal trajectory of growth in a way that is closely attuned to the needs of the company?
Provide a digital high-tech, high-touch platform that encourages employees to learn and grow by pairing their personal aspirations to available mentorship.
Make growth opportunities more discoverable through codified mentorship and peer-matching programs.
Enable transparent access and agency to choose opportunities that can expand employee horizons.
Equity through Inclusive Hybrid Work
Remote work has introduced new space and time constraints that impact how well employees are able to collaborate.
Employees want to meaningfully influence change, cultivate leadership savviness and feel heard, wherever they’re working from.
Teams need to be able to strengthen their communication and champion their ideas, whether or not they’re in person.
How do we foster equity for employees, while balancing their needs for both individual authenticity and communal belonging?
Empower employees in the hybrid workplace by making them the hero.
Increase equity and alleviating fear of missing out by championing their contributions.
Introduce new digital tools, both software and hardware, that help the user shine rather than the technology.
How might we go beyond standard talent acquisition to frame a new approach that drives employee well-being through an increase in learning, equity, and benefits engagement?
Want to collaborate
in this field?
Financial Well-being
We’ve developed an award-winning product platform for financial well-being that industry innovators can implement to make finance more democratic and equitable.
Three pillars for financial well-being:
Bring democracy to finance
Structural barriers in the U.S. have created profound racial and gender inequities, resulting in significant economic imbalances – particularly for women and people of color. Lack of equal access to financial education resources only serves to widen this gap. With our platform, we can address key drivers of the racial and gender wealth divide.
Leverage moments that matter
People’s lives can be defined by key moments: welcoming a new child, buying a home, retiring. By meeting people in these moments, we can tap into their receptivity to learn and take new financial steps reach their goals. Our approach fosters financial well-being by meeting people where they’re at and helping them build financial savviness, rather than solely providing financial literacy like most other Fintech apps.
Nudge users to close the intent/action gap
Our frictionless digital experiences, built on powerful nudging principles, help users overcome the fear of the unknown, decipher jargon, and alleviate their figure-it-out financial fatigue while reaching their goals. Subsequently, through our personalized digital platforms, we can celebrate the small life victories, which consistently reinforces and builds financial well-being.
How might we design a frictionless, scalable digital platform to make financial well-being more democratic and equitable?
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in this field?
Health & Well-being
We’ve created a platform for health & well-being that puts control into the hands of caregivers, clients, and office staff, reducing compassion fatigue and fostering improved client healing at home.
Three pillars for holistic well-being:
Meet users where they’re at on the health-to-wellness continuum
Everyone’s health & wellness journey looks different. Despite those differences, there exists a shared continuum, balanced between two core desires: freedom from health episodes, and freedom to live life to the fullest. A successful healthcare experience should recognize this and meet people where they’re at on this continuum.
Whether it’s an in-home healthcare experience or a wearable exercise app, users expect personalized feedback when it comes to their health. This experience should acknowledge what they want “freedom from” (like an accident, pandemic weight gain, or hereditary disease) and adapt to their unique needs. This motivates them on their journey towards living life to the fullest.
Empower Autonomy & Control with High-Tech, High-Touch
When users are able to grow a sense of autonomy & control over their lives, healing can happen at home. The key to making this happen is a high-tech, high-touch approach that empowers them to take control.
High-tech, high-touch elements provide powerful nudges toward personalized recommendations, while allowing users to maintain full agency over their choices. Connecting their personal wellness stories with compelling data can serve to further motivate and empower users to keep taking steps to improve their health and wellness.
Reward them with the intangibles
The path to wellness isn’t always easy or straightforward. By putting a spotlight on progress, users can feel a sense of achievement that continually motivates their healing. In this reward cycle, community bonds are far stronger than competition. Fostering a shared sense of kinship with others on the health-to-wellness continuum makes it easier to reach wellness goals.
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How might we design a frictionless digital experience to improve preventative healthcare & in-home healing, while driving loyalty and subscription?
Want to collaborate in this field?
We’ve pioneered methods and principles that design for happiness by promoting the human agency and autonomy that are critical to holistic well-being.
business impact it can have across industries.