66%
Sales CAGR
44%
Subscriber CAGR
1-1.8M
Subscriber Count
Objective
Enable revenue growth. Privately held iPay was the first online bill payment company to achieve and maintain profitability.
Pivotal Insight
Client, provider, and deposit or motivations are different – and must align.
Essential Change
Build the employee experience before the customer experience.
Valued Outcome
66% sales CAGR from $13M to $58M.
44% subscriber CAGR from 1.0M to 1.8M
Approach
On a six-month timeline, the client supplied three part-time leadership team members and a $150k budget. Storyminers furnished consultants, illustrators, customer and employee experience designers, and writers.
To attract top talent from larger markets and accelerate onboarding while keeping iPay’s small-town feel during rapid growth, our small team conducted internal interviews, completed a competitor analysis, diagrammed the as-is operations, expanded the brand look and feel to interior design and UX/UI, workshoped future-state employee and customer experiences, and provided transition coaching to executives and operating teams. Deliverables included detailed experience designs, including key moments, scripts, and requirements; a leader’s guide to operating their new adaptive enterprise; campaign materials; a roles-and-accountabilities diagram; an updated reason for being; and facilitated orientation sessions for leaders and front-line employees.
We couldn’t have grown profitably and comfortably without Storyminers.”
– Mike Bowers
