Case Studies

Highland partners with leaders in design, digital product, or innovation who are responsible for creating meaningful change in their organizations. Whether you’re creating a new digital revenue stream, reimagining your organization’s digital experience, or launching a new product, your organization is undergoing a major transformation. And we're here to help.

Highland CX expert David Whited leading a design exercise.

Building an organizational culture of design thinking

Highland worked with the American Marketing Association on two consecutive design sprints that helped them map out a new offering for their members.


Mapping the experience of families at the ER

Any time a child has an injury or illness serious enough to warrant a trip to the hospital, the experience is an emotional and psychological journey rife with opportunities for anxiety and confusion. Children's Hospital of Wisconsin wanted to understand how to make the hospital experience better for sick kids and their loved ones.


Putting a dent in the student debt crisis

Thrivent Financial created a new brand—Thrivent Student Resources—to reach new customers and help students plan, prepare, and pay for college. They needed to develop a fresh website that could reflect this new business identity and provide critical resources to students, college graduates, and their families.


Empowering sales teams with SugarCRM

Nurses can lose up to a half hour or more every shift looking for hard-to-find medical equipment. The equipment experts at Agiliti are on a mission to change that.


Designing experiences that deliver hope and strength

Like many nonprofit organizations, Make-A-Wish Illinois wanted to create a bigger impact for wish kids - but the 35-year-old organization felt stuck. In order to grant more life-changing wishes for critically ill children and their families, they needed to re-examine their wish granting process. That’s why Make-A-Wish partnered with Highland Solutions to create a customer journey map that’s helping the organization take its mission to the next level.


Transforming an industry through custom software

Creative Group 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.


Advancing design thinking at an established organization

Dow reached out to Highland to help take the design thinking skills of their Saudi Arabia Marketplace Center team to a new level. We decided to take this challenge one step further and use the training as an opportunity to examine Dow's own customer journey in the Saudi context.


Building a CRM for a global company

Materion is a leading global provider of advanced materials solutions for customers in consumer electronics, defense and science, industrial and aerospace, automotive electronics, telecommunications infrastructure, appliances, medical and energy. Their complex sales and delivery channels require coordinated relationships between a team of material specialists, product designers, fabricators, and distributors. Current systems were not up to the task.


Designing a journey for families and children

The Morton Arboretum is a beloved Chicago-area cultural institution. It's 1,700 acres is home to trees from around the world, lakes, a restored prairie, numerous hiking trails, and a popular Children's Garden. The Morton Arboretum welcomes more than one million visitors per year to a variety of cultural events and activities and to connect with a quiet, beautiful space.