PORTFOLIO

Vasion is a growing company that aims to make digital transformation accessible for everyone. The company was adopting  a human-centered design approach to help scale the business, but lacked the systems and skills to make it work.

We helped create and implement a product feedback strategy that brought the voice of the customer to the product team from multiple channels, helping product managers make evidence-based decisions. We then setup a centralized research repository to capture all customer research, and provided governance and training to enable the team.

Hauler Hero is poised to revolutionize the waste management industry with cutting edge SAAS software. As a startup, they identified a need, acquired funding, and built what they thought was a comprehensive product. The problem was they built the platform in a vacuum and presold it to dozens of companies. As they tried to implement, problem after problem arose.

Rill Insights stepped in to identify usability issues, conduct discovery  research to understand the core needs of customers, and put a product feedback strategy into place. A UX assessment found enough issues to fill the product roadmap for a year.  We then spent a week “in the field,” visiting 7 different rural haulers to understand their lived reality. What we discovered was that the solution was too complex. Our field visits also prevented churn of 5-7 signed customers.

These findings helped the company scale back the platform and redesign features to meet validated needs, shedding the scope creep to deliver a product that fit the market and workflows of customers.

CareVirtue is an easy-to-use care app that helps families communicate and share important care information from one centralized account. CareVirtue received a National Institute of Health (NIH) grant to create a secondary platform that would help caregivers manage the complexity of legal and financial tasks associated with long-term caregiving.

Rill Insights was brought in to design the new product, create in-platform caregiver support content, and validate the solution with the customers. Our team designed a user experience that made the tedious task of entering documents and financial data an easy and rewarding experience, built a caregiver budgeting tool, and wrote content including guidance, information, and resources to create a tailored experience for the customer. We then created low and hi-fidelity prototypes of the platform and conducted usability research to test the product.

After completing the project and delivering an interactive prototype, CareVirtue reached out to us for additional work that leverages our subject matter expertise in aging and caregiving. The scope of the new project includes designing a content strategy and communications for customer engagement across multiple channels, building flows for automated delivery, and evaluative research to help drive product development. 

Connect2Trials was a product idea first conceived to resolve a core problem in the clinical trial industry — poor patient engagement that leads to low retention and millions in lost revenue.

From discovery through deelopment of the MVP, we led product research and continuously tested ideas with the target market to ensure that the right product was built. We partnered with UX designers to translate the vision into a fully interactive prototype, then managed the product thru development to MVP.

Vessel Health needed a system to efficiently validate ideas, designs, prototypes, and newly released features. They also wanted a customer feedback platform for continuous discovery that both Product and Support could use.  

We created and implemented a product feedback strategy that captures consistent, contextual feedback with speed and efficiency.