Nile

BACKGROUND

Introduce your business and what you do there.

I’m the head of service improvement at Standard Life Aberdeen. I work in the asset management part of the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nile HQ?

We worked with Nile HQ for multiple engagements involving UX design and customer experience.

SOLUTION

What was the scope of their involvement?

One of the projects we worked with Nile HQ on was to better understand our users interact with our help desk and service portal, which wasn’t well-designed. 

Nile HQ planned engagement workshops to better understand our users. They performed guerilla testing, which involved showing up at people’s desks and asking them quick questions about how they use our service desk. 

Their team also created a room full of artifacts relevant to the project—from the problem statements to the ideas we sketched out to wireframes we made to blockers. We called this room the Mind Palace.

What is the team composition?

We worked with four consultants.

How did you come to work with Nile HQ?

I knew of Nile HQ from when I was at another company. We’d used them for digital strategy work, and I grew to know their managing directors.

How much have you invested with them?

We spent £100,000 (approximately $123,000 USD) in total.

What is the status of this engagement?

We started working together in January 2018, and our last engagement ended in September 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The portal now lets us see if the changes we implemented have a positive impact on our users. We’re now seeking out qualitative and quantitative feedback from users.

How did Nile HQ perform from a project management standpoint?

Nile HQ had an excellent approach to managing our team that differed from the high-fee consultancies we’ve worked with in the past. For each project, they delivered every time.

What did you find most impressive about them?

Nile HQ provided an empathetic, holistic perspective that balanced our logical, IT-centric mindset. This added value when we were considering how our non-technical users engage with our technical services.

Are there any areas they could improve?

Three months ago, Nile HQ did an annual review with us where we provided them with feedback. One of the things we proposed is that their team could think of ways to add value to a project once it’s complete. Other than that, we’re satisfied with their services.

Any advice for potential customers?

Make sure you’re prepared to support Nile HQ’s style of working. They are very much focused on working with people. For our first project together, we weren’t as ready and needed to get access to the people so that Nile HQ could do their jobs better.