It starts with a relationship.
No matter the problem, the solution we’re building or the product we're reworking, we put our working relationship with our clients front and center in every interaction. It’s a crucial part in how we’ve continued to win contracts, even against odds. In the case of our client, CPAP.com, centering the working relationship allowed us to leverage the best of our experience to launch their new website and instill more agile, product-minded processes.
As the leading provider of continuous positive airway pressure devices that help users sleep without overnight breathing interruptions, CPAP.com needed an improved digital experience for their customers. But they didn’t just need an improved website – they needed an improved website with no downtime and a seamless transition. A few hours lost to changes could potentially mean hundreds of thousands in lost revenue, if not more.
CPAP.com knew the value of an optimized checkout experience, which is why they came to us initially for a shorter engagement implementing Apple Pay in their online checkout. From this engagement, we built a strong foundation of communication. We integrated our team with theirs as much as possible and invited them to do the same.
CPAP.com knew the value of an optimized checkout experience, which is why they came to us...
Since we’d previously worked with the CPAP team, our initial “define and design” phase was shorter. The trust was already there and we had a working relationship that allowed us to hit the ground running. We had a couple special considerations when working on the rebuild. Firstly, the website would have to process confidential medical data. As CPAP machines are typically a prescribed device for those suffering from sleep breathing disorders, customers would often have to input some of their patient data and prescriptions. This required maintaining specific standards that allowed their customers to input information easily and securely, while also limiting liability for our client.
Secondly, we had to integrate our builds with their already existing code and custom warehouse management. This proved to be more complex as some of the code was over a decade old and the CPAP team understandably didn’t want to overhaul all of their existing code. So, we looked for a way to preserve their current infrastructure while we integrated with and improved their builds, leading to a faster and more responsive website. Our full-featured technology stack drastically improved the entire customer-facing e-commerce experience.
Just like it starts with a relationship, it continues with one, too. We weren't just building a solution – we were preparing our clients for the end of our engagement and beyond. For the CPAP team, that meant creating a more realistically agile company because not every company needs to be as agile as those in the start-up realm. They didn't need to churn out the same amount of work output – in terms of engineering, design and software builds – so it was more about seeing where their processes could be improved.
...we were able to predict their needs to a certain degree, which allowed us to more readily know what would best serve their customer experience.
By focusing on the working relationship, we were able to predict their needs to a certain degree, which allowed us to more readily know what would best serve their customer experience. While this certainly helps with problem solving on a smaller scale the biggest benefit was being able to build more intuitively for their website. The end result was a website that maximized their online experience for customers and a team with more clearly defined organizational priorities.