What was the scope of their involvement?
We hired Highland Solutions for a week-long design sprint to evaluate our customer experience. In one week, we were able to achieve objectives that likely would have taken 4–6 months in a more traditional design engagement.
We have an on-site sales team that reports to me and engages with prospective and current visitors to sell, renew, and upgrade membership. Highland Solutions provided consultation on what we could do to improve that experience and the experience on our grounds.
In addition to their counseling, we developed a two-sided map that is colorful and illustrated. We’ve been testing its success in the field, and we’re hoping that it helps our visitors—especially first-timers—understand that we’re more than a children’s garden, a visitor’s center, a gift store, and a restaurant. There are 1,700 acres, and there’s a lot to explore. It includes testimonials from members and a visual calendar to get people excited about our events for the year.
We had five days of intense but valuable work. We received an exceptional product derived from their team’s problem-solving abilities. We hired them again for a shorter engagement that addressed how to make our member services desk more efficient for the staff and the customer.
What is the team composition?
Our primary contacts have been Jon (President, Highland Solutions), Dave (Director, CX Practice, Highland Solutions), and Jeff (Creative Director, Highland Solutions). It was reassuring to have access to the senior members of their company.
How did you come to work with Highland Solutions?
I received a marketing email from them, which prompted me to look into some of their free workshops they were conducting to bring in new business. I attended two—one by myself and another with a colleague. I was impressed with their customer experience knowledge, their ability to share that knowledge with a variety of clients, and their ability to listen. They mainly do corporate work, but we’re a nonprofit so we knew they would have to adjust their approach for our engagement. Still, we were very confident in what they could do for us.
How much have you invested with them?
We spent about $24,000 on the week-long design project.
What is the status of this engagement?
We first hired them in June 2017, and we hired them again in September 2018. Both projects remain ongoing.