Challenge

Thomson Reuters had an opportunity to build a self-service portal designed around the ideal customer experience, at the same time consolidating technologies and providing an enterprise saving on the cost of running its self-service portals.

A new platform also offered the potential to optimise the customer experience through innovative personalisation, navigation, search, and service capabilities e.g. chat bots.

The Solution

We turned conceptual designs into a fully working product releasing an MVP in just 3 months and delivering a complete migration from all legacy platforms in 18 months.

We defined product ownership on the programme and developed from scratch the full backlog of requirements in collaboration with the business and its end customers.

We led on an award-winning user-centrerd approach to product development.At peak, we scaled up to 13 scrum teams of over 130 technical resources to deliver a product using agile development and customer-led design at a scale and pace not seen before at Thomson Reuters.

Benefits

  • A transformed, multiple award-winning customer self-service platform that has increased sales for TR and Refinitiv
  • 70% increase in customer satisfaction
  • 300% increase in lead generation through self-service tools
  • Scalable product owner structure to support business and customer needs across three business units and 10 feature sets. It is 18 months since we left the programme and the approach and tools are still in use.