Scalable Maturity Assessment and Guidance
Context
Our client is a multinational that sells its products to end customers through a large network of centers. The way these centers interact with their customers depends on their level of maturity. For our client, it is crucial that centers have a clear understanding of their current maturity level and how they can evolve to the next stage.
For this reason, the client developed a process to guide centers in understanding their maturity, identifying areas for improvement, and defining the steps needed to progress.
Given the large number of centers, the existing face-to-face approach was no longer sustainable due to high costs and limited reach. Therefore, we worked together to explore how this process could be digitized in a highly automated way.
What did we achieve?
Usability and familiarity were key in transitioning from a face-to-face to a digital approach. We developed a platform that generates dedicated sub-environments. Our client can easily add a center, after which a fully customized virtual environment is automatically created. Each center enters an environment tailored to its branding, including logos, colors, and internal contacts.
Ease of use for our client was equally important. We implemented full workflow automation, where simply adding participants to a wave is enough for the system to take over. From invitations to reminders—based on participant status—the system manages the process and provides weekly progress reports for both the center and the client. This automated follow-up ensures high response rates and complete results at the end of the process.
Employees receive an invitation via email and can log in using a personal URL without a password. Authentication is handled through a one-time password (OTP) combined with their email and personal link, making it both more secure and more user-friendly than traditional login methods.
Once authenticated, users are guided through the assessment with a strong focus on intuitive UI and clear explanations of each aspect of their operations. We introduced a batch system to organize assessments, enabling the client to monitor progress over time.
The platform includes clear dashboards and statistics that provide insights into participation and completion rates per center. Additionally, each center receives consistent feedback through a dynamic report, translating their maturity into radar charts and concrete action plans to reach the next level.
Added value
With this platform, our client can: