Transformation
Unifying Product Experiences for 4000+ Users Across a Digital Platform
Emily led a transformation initiative at Acquia to unify four acquired products into a single, consistent customer experience. By implementing the Desired Customer Outcomes framework and streamlining AI-powered support journeys, she reduced support tickets by 20% and enhanced overall customer satisfaction—creating scalable, human-centered solutions that aligned product, CX, and brand strategy.
Case Study 1: Transformation
Title: Unifying Digital Experiences Across a Multi-Product Platform
Company: Acquia
Role: Manager, Service Design
Challenge: Acquia’s rapid growth and acquisitions led to a fragmented digital experience across multiple products, creating inconsistent user flows, brand messaging, and support systems.
Approach:
- Hired to unify a complex portfolio of digital products into a seamless experience for 4000+ users.
- Launched the Desired Customer Outcomes (DCO) framework across 12 products using qualitative and quantitative research.
- Led cross-functional workshops with Product, Engineering, CX, and IT to drive alignment.
- Streamlined support channels by designing an AI-powered self-service journey and backend automation.
Results:
- Reduced support tickets by 20%, improving efficiency and scalability.
- Improved CES by accelerating issue-to-resolution time.
- Established consistent, scalable journeys aligned with brand voice and strategic goals.
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