With a mission to “power connections and empower change”, B2B networking provider Juniper Networks — now a part of Hewlett Packard Enterprise — recognized the need to evolve how it provided solutions to its customers. Traditionally a hardware solutions provider, Juniper had been focused on moving to providing more scalable and flexible solutions through software, resulting in a profound review of its current customer experience.

Led by their Global Experience Director, Sarah Lesway-Ball, Juniper approached us to help define its vision for CX and bring it to life across its web presence, onboarding experience and the development of new customer centric tools and resources to deliver even more value to its customers.

During the sprint, we collaborated on everything from customers’ needs to how Juniper’s recent rebrand could be extended to work on the web. The outcome of the sprint outlined how Juniper’s brand would manifest online and charted how current and potential customers would move through their site. This, in turn, highlighted priority areas for CX improvement, as well as new tools, resources, and experiences that needed to be created for the site.