Enterprise Estonia wanted to structure its website better and improve the quality of digital services. How to organize large amounts of information? How to set up complex services in a simple way? Is it possible to reduce bureaucracy?
A thorough client research became the basis of all further steps, establishing the foundation of customer expectations. After that, an extensive prototype was built in iterative cycles, allowing to test and sign-off different approaches. In addition, we helped to cement the customer-centric mindset within the organization.
The partnership emerged from what was thought to be a simple website overhaul, eventually resulting in a significant shift towards a customer-centric service model. In addition to building a new website, the initial research phase became a ground for multiple spin-off service improvement projects across the organization.
30% of the existing content was dismissed as redundant
11% drop in email support volumes, while approx. 10,000 companies are eligible for the services.
“Rethink led us to a significant structural simplification and brought customer-centricity within our organization to an entirely new level.”
Member of the Board, Enterprise Estonia