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Cracking the Why with User Journeys

A  consumer product company needed to understand how to increase usage of their app, even if customers were not using their product.

BUILT orchestrated User Experience Digital Workshops to help tease out the ways their customers could potentially interact with the app and create more of a community interacting with one another. Then, these insights were used to create a set of User Experience Journeys on how to get customers engaged not just with the app, but with the community.

The creation of a community was a massive success. Thousands of users poured in weekly who found themselves using the app even when not using the customer's product. This increased social media references and grew a substantial community of over a million customers within a year.

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