360º View of the Customer Experience
Through interviews, surveys, and journey mapping, Conformatic gained a deep, empathetic understanding of customer pain points and expectations from purchase to post-installation.
Alignment Around Customer Experience
For the first time, department heads collaborated across silos to co-create solutions building a shared vision of service and strengthening internal problem-solving capabilities.
Actionable Innovation Proposals
Co-developed a portfolio of 30 solutions, ranging from quick wins to strategic shifts focussed on customer communication, service capabilities & processes and seasonal preparedness.
A Roadmap for Sustainable Growth
With clearer systems, defined KPIs, and a culture of service innovation, Conformatic is equipped to scale its operations while staying deeply connected to customer needs
Desired Outcome: Customer Experience, Reimagined from the Inside Out
By the end of the engagement, Conformatic had a clear path forward and a renewed energy around customer-centric innovation. We helped the company zero in on three major opportunity areas in their service experience, and provided actionable solutions for each.
Conformatic’s leadership now had 30 vetted ideas to enhance customer satisfaction and operational efficiency, all born from their own team’s creativity guided by HumanXDesign’s research. The process also fostered a culture of collaboration and innovation across the company’s departments.
Leadership & teams are better prepared for the future: customers can expect smoother, more transparent service, and the company can confidently ride the wave of growth knowing its operations are aligned with customer needs.
Framing The Right Problem: Through Deep Research Into People, Systems, Tools & Culture
Through extensive customer & stakeholder research, we uncovered three critical pain points holding back Conformatic’s service experience:
Installation Experience Gaps
Customers often faced friction during the air conditioner installation. Inconsistent scheduling practices and surprise requirements on installation day left many customers frustrated or unprepared at this key moment.
Communication Breakdowns
Many customers felt out of the loop about the status of their installation or didn’t know where to turn with problems. Internally, teams lacked a unified way to share customer information, causing delays in issue resolution.
Seasonal Strain & Siloed Preparation
Demand for Conformatic’s services would surge during peak seasons and promotional campaigns. The organization wasn’t fully ready for these spikes, this led to rushed processes and uneven customer experiences during high-volume periods.
What We Did
HumanXDesign took a human-centered, research-driven approach to uncover service gaps and design solutions. Through interviews, surveys, and journey mapping, we explored the full customer experience, from purchase to post-installation, and diagnosed how internal operations supported (or hindered) that journey.
We paired this with a deep dive into Conformatic’s service systems, tools, and cross-team workflows. With a clear view of both customer needs and organizational capabilities, we facilitated co-creation workshops with leadership and department heads, turning insight into 30 actionable innovation proposals grounded in empathy, collaboration, and operational reality.
Human-centered Research
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Interviewed customers, technicians, coordinators, and managers
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Ran a survey with 100+ customers to validate insights
Synthesis & Analisis
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Mapped the full installation journey—from purchase to aftercare
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Identified gaps in tools, coordination, and communication
Co-creating Solutions
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Facilitated co-creation workshops with multiple stakeholders
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Transformed insights into 30 aligned innovation solutions
Together with leaders, teams, & customers, we created 30 innovations that redefined the client experience & service delivery.
Innovating Customer Experience to Fuel Growth in the HVAC Industry
Sector: Goods & Services
Client: Conformatic
Project Type: Experience & Behavior Design
Conformatic is a fast-growing provider of air conditioning products & installation services. During a period of rapid business expansion, Conformatic’s leadership recognized that sustaining growth would require more than just sales - it meant delivering a superior service experience at scale. They set an ambitious goal to improve every aspect of the customer experience, ensuring that new and existing customers alike would be delighted even as the business grew.
