Every time a minor change was made to a sales order, the client’s system sent them a confusing, automated outbound email. Customers would then reach out to the client for clarification, resulting in unnecessary time spent resolving the confusion.

Mindset was asked to improve the accuracy, robustness, and timing of these system-generated emails. Using Design Thinking, Mindset collaborated with the client to create a clear, straightforward process that improved both the quality and clarity of the emails. The new system received high marks for usability.