Innovation
Designing a 3-Year Vision for Scalable, Tech-Enabled Customer Service
At Widen, Emily pioneered a forward-looking service design blueprint that integrated platforms like Salesforce, Gainsight, and Pendo. Her innovation positioned the company to move upmarket—supporting growth from 50 SMBs to over 800 global clients—while delivering proactive, data-informed service at scale.
Case Study 2: Innovation
Title: Designing a Future-Ready Service Vision with Emerging Technologies
Company: Widen Enterprise (Acquired by Acquia)
Role: Service Designer
Challenge: As Widen transitioned to enterprise-level clients, it needed a scalable vision for service delivery that integrated across platforms and systems.
Approach:
- Developed a 3-year service design blueprint for future scalability.
- Integrated emerging tech platforms: Enterprise Data Platform, Salesforce Service Cloud, Gainsight CX, and Pendo.
- Created service journey maps and co-designed systems with product and support teams.
Results:
- Enabled growth from 50 SMB clients to 800+ global customers.
- Established foundational systems for predictive service and proactive CX strategies.
- Positioned the company to meet the expectations of large-scale enterprise clients like GE Healthcare and John Deere.
Access Full Project: Requires a password