We led a full redesign powered by shared journeys, design sprints, and a fresh design system. The team grew in structure and confidence, thanks to new rituals, new hires reinforcing craft and updated career ladders. Switching to JTBDs made our research practice stronger.
Results included improved engagement, conversion rate (+5%), better marketing performance (+8% ROI, -20% bounce rate), faster delivery (~75% design system adoption) and regained trust from leadership—positioning design as a strategic partner to the business.