BAnQ created a set of personas in 2018 that grew exponentially over the years but were rarely used. Our team undertook the process of creating a more concretely usable set of patron representations.

A pan-Canadian health products distributor wanted to improve its relationship with a specific segment of customers: international biopharmaceutical producers.

This large-scale mandate involved mapping the entirety of our client’s customer experience to identify opportunities for improvement. This led us to redesign a key employee tool: the POS app.