The Challenge

A leading producer of blood plasma-based therapeutics, our client needed a way to collect more plasma and more efficiently despite the spread of COVID-19. Their homegrown mobile app saw early engagement but needed to connect the business to the donors to establish their competitive edge.

The Outcome

We aligned a diverse stakeholder group to a digital product vision focusing on donors. The reimagined experience led to an increase in active users, improved app ratings, and ultimately, more traffic into plasma donation centers, leading to enhanced revenues and new operational efficiencies. Moreover, this work catalyzed a wave of digital transformation initiatives for the client, poised to dramatically change the way they engage and build long-term relationships with constituents.

My Role

As the Creative Director of this multi-faceted, multi-million dollar engagement, I had multiple roles that required my attention. First, I was responsible for establishing the client relationship to encourage participation and engagement in the various workstreams associated with the project. This included identifying additional business opportunities with the client and getting SOWs signed.

Second, I led the XD team to deliver continuous iterations of the client’s future state app experience—and eventually website redesign—over the course of our 11-month engagement.

Finally, part of my role was to lead the client through a transition to Agile development. As such, I acted as a Scrum Master and Agile methodology coach throughout and supported third-party vendors to build and launch, as well as effectively transition our work to the new design team before completing the engagement.