Navitas Solution
Navitas kick-started the engagement by performing current state assessments and conducting design-thinking workshops and interviews with external customers to understand the voice of the customer, their challenges and priorities, and cases that would drive the greatest value for their business. We proposed a customer-centric approach, employed a customer journey-based design, and defined the customer and product strategy. We developed guiding principles and crafted a design theme suitable for all external-facing applications to drive a simple and certain customer experience, addressing key customer pain points and mapping to the customer journey lifecycle. Navitas’ approach in design and framework helped to develop the web application by involving the human perspective in all steps of the problem-solving process by addressing needs and requirements, ergonomics, and usability knowledge and techniques.
We centralized the information, making it contextual and easy to find, which facilitated the early adoption of the platform. To further enhance the platform, we included AI-driven chatbots, global smart search, and customized dashboards, as well as a nowledgebase that provides further insights, including “top rated” and “most viewed” content. Navitas implemented a single-cloud data platform for insights with consumer-grade and personalized end-user experience, as well as an API-based data exchange. Next Best Action was created based on customer experience and machine learning models. Navitas improved the Company’s agility and resilience with cloud-based infrastructure, Kubernetes, and microservices. Data and insights were aggregated through the development of correct channels.
