“Highland helped us break the technology design inertia in our industry and go into this project with a beginner’s mindset. Their expertise in design thinking brought a unique and valuable perspective to our final design. We think the effort may actually disrupt the way our clients’ view how they influence behavior and build loyalty with their channel and employees.”

PAUL HEBERT

 VICE PRESIDENT, 
INDIVIDUAL PERFORMANCE STRATEGY,
CREATIVE GROUP INC. 

Partner 

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The Impact

The Process

Based on client program launches, Creative Group's product has proven to take 1/3 of the time to get customized solutions to market when compared to what their clients shared about their experience with competitor systems. 

In addition, a unique rules design engine allows almost real-time program development, enabling a client to create and launch a new promotion in hours, not months. One recent prospect shared after seeing the platform in action, "I wish you hadn't shown that to me, because now I want it." 

HUMAN-CENTERED DESIGN

SOFTWARE CONSULTANTS, NOT ORDER TAKERS

Creative Group hired Highland in part because of our ability to push back with candor and respect when needed. The experts at Creative Group brought decades of industry experience to the project, which paired well with Highland's lean and MVP approach to product design. 

Creative Group was able to imagine many complex solutions and user scenarios, and Highland helped distill that complexity into a core set of features and must-haves that would meet the needs of a majority of users. Instead of a knee-jerk "yes" to new ideas, we met Creative Group's suggestions with thoughtful feedback and critical questions that kept the team focused on providing business value. 

TRANSFORMING AN INDUSTRY THROUGH CUSTOM SOFTWARE

LAUNCHING A CUTTING EDGE PRODUCT WITH CREATIVE GROUP

A CUTTING EDGE TOOL

At the start of the project, Highland and Creative Group met for a design thinking workshop to document and map the entire user flow. This work heavily influenced the product roadmap, which provided an ongoing compass throughout the project to help the team make project decisions that prioritized users.

Highland's development team was adamant about standing up for the user and prioritizing their top tasks throughout the project. This resulted in a product that focuses on adoption and ease of use over busy branding or distracting marketing tactics. 

Highland Solutions is a customer experience firm focused on CX strategy, custom software development, and CRM implementation. We help innovative leaders thrive in the experience economy by helping them understand their customers and take smart risks.

Mike Nowak

Product Strategist 

Highland Solutions

Highland and Creative Group worked together to develop a product that designs, hosts, and manages customized marketing solutions for Creative Group's incentives clients. 

The platform was custom coded to be able to support a wide range of business cases. This gives Creative Group's customers the flexibility to tailor their solutions to meet their audiences' needs. 

The mobile-first and audience-first product design is unique to Creative Group's industry, where similar tools are built exclusively for desktop users. Everything on the site works perfectly in a mobile setting and is built from a single code base, helping the development team bring new solutions to production at a faster pace. 


"I sensed when we first sat down with Highland that we could be very transparent and honest with them throughout our partnership. We have total confidence in Highland's team, their level of talent, the platform we've built, and their integrity and transparency." 

JANET TRAPHAGAN

PRESIDENT, 
CREATIVE GROUP INC. 

The Challenge

As a veteran of the incentives industry, Creative Group is an expert at driving behavior change through meaningful rewards and thoughtful communications. 

Creative Group was ready to invest in proprietary technology that would help them expand their mission of unleashing everyone's potential for greatness. They needed a strategic partner who could help them think differently about an existing market and build a cutting edge technology platform to power their individual performance solutions. 

Creative Group wanted to use the principles of behavioral economics and social psychology to design a human-centered business application. They chose Highland Solutions as their partner based on our ability to lead them through the design thinking process, our expertise in MVP and lean development, and relentless advocacy for the user. 

SERVICES PROVIDED

  • Custom Software Development
  • Product Design & Strategy
  • CX Strategy Consulting
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