A Fortune 100 financial services client retained Hudson Crossing to make performance improvement recommendations to its online and offline travel channels.
In an initial strategy phase, Hudson Crossing made significant product design and technical architecture recommendations aimed at improving content, usability, and cross-channel integration. The client further retained us to support two separate but integrated design and implementation phases, resulting in (i) a fully redesigned and re-built website, and (ii) a fully redesigned agent desktop application for the call center.
In parallel, we also identified opportunities in people and process, assisted the client with the introduction of product management and its integration with agile development. In total, the project gave the client an improved operating environment and new products that realized significant improvement in unit revenue.