Case Study · Firm-wide internal platform
Company: A Big Four professional-services firm
Presented anonymously to respect confidentiality. Company name, proprietary screens, and internal identifiers have been removed; scope, role, and outcomes are unchanged.
What I owned: Vision · UX · Design & delivery · Stakeholder alignment · Launch
The National Relationships Office encompasses a suite of programs that serves the entire firm. For all its reach, it had no single digital home. Each program's mandates, assets, impact, and resources lived scattered across disconnected, fragmented places, with nothing to bring them together into one cohesive office.
The leaders and teams who could benefit from these services often had no awareness they existed, and no clear, easy way to access them. Nor did the programs have a space to tell their story, not just visually and aesthetically, but in an interactive, powerful way that captured their impact.
We saw an opportunity to create a single front door to the suite of services: one digital home for the entire national office.
More than a directory, it would give every program the opportunity to tell its own story: its mandate, its team, its assets, and its impact, backed by real metrics and years of results.
At its center was our most audacious goal: an AI-assisted tool we called "Ask Us Anything." Any person at the firm could describe a problem they were facing or a need they had, in plain language, and be guided to the right person, program, or asset to solve it.
As Head of Design, I led the project, and the Relationships Officer's vision, from concept and discovery through launch and delivery. I set the vision and design direction from the start, and aligned senior stakeholders, partners, and their teams behind it. We kept all twelve program teams moving in unison and shipped on time to the entire firm.
One front door to the services that serve the entire firm.
At launch, we had created a single digital home for the entire national office. Twelve programs that had lived in scattered, disconnected places were now connected in one platform, each with its own page for its mandate, its team, and its work.
And for the first time, the entire firm had a single place to turn. Through Ask Us Anything, the platform's AI-assisted search, anyone could describe a problem in plain language and be guided straight to the leader, program, or asset that could help, turning a fragmented office into a firm-wide library of expertise, finally searchable and finally within reach. It was built to last, too, governed from the start to stay current long after launch.
Recently launched; adoption results are still emerging.
Some of this work is held under confidentiality. I'd be glad to walk you through more in conversation.
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