SIRVA, a longstanding leader in relocation and moving services, faced increasing competition from tech-based disruptors. At the same time, clients were expecting more from their relocation experience, seeking a consumer-style blend of self-service tools and concierge guidance. SIRVA needed a set of tools that combined the personalized service they’re known for with self-service experiences that reflect today’s best-in-class consumer expectations.
OX approached the problem through the methods of service design—including research, interactive prototyping and the rollout of a new product platform. These efforts identified three audiences with distinct needs: self-directed lump sum relocations, white-glove custom relocations, and internal HR process management. The resulting services for these audiences created value at every moment of the customer journey, helping relocates navigate complexities with ease.