The challenge

Modernize a manual, paper-based workflow and understand how to translate its deep institutional expertise into a scalable, intuitive digital experience.

Clearfield had long relied on field technicians to complete a paper-based operational process, which created inefficiencies, inconsistencies, and limited auditability. While the need for modernization was well understood, internal uncertainty — around software development, customer adoption, and long-held assumptions — created hesitations.

Clearfield needed a collaborative partner who could help them step back, reframe the challenge, and build collective clarity about how a digital solution could come to life.

What we did

Clockwork partnered with Clearfield through an immersive Sprint Zero and focused Discovery engagement to build confidence and clarity across teams.

Together, we:

• Facilitated strategic workshops to define business goals and user needs.
• Developed service blueprints to map the full process ecosystem and identify modernization opportunities.
• Co-created a conceptual prototype that demonstrated how the solution could look and function in the digital space.
• Guided cross-functional alignment between executives, engineers, and product owners to ensure feasibility and buy-in.
• Incorporated voice-of-customer insights through early field testing, which revealed strong demand and excitement for the proposed solution.
• Empowered internal teams to see parallels between physical and digital product design — building new confidence in software innovation.

Outcomes

• Unified stakeholders around a shared vision and roadmap for modernization.
• Increased customer validation, with clients expressing strong interest in adopting the digital solution.
• Set the strategic foundation for future development and accelerated time-to-market when leadership is ready to move forward.
• Inspiration for future opportunities, including AI-enabled rapid prototyping and accelerated go-to-market innovation.

The challenge

Empower a manufacturing industry leader to move from AI exploration to a unified, strategic approach that balances innovation, governance, and people-centered adoption.

As AI conversations and experimentation surfaced across departments, Wilson Tool recognized the need for clarity, security, and alignment. The company wanted to move beyond ad hoc use of AI tools and build a shared, strategic foundation.

Leadership sought to harness AI’s potential without adding risk or confusion. They needed a strategic partner who could help them understand where and how AI could create value, what organizational readiness looks like, and how to create a responsible framework for experimentation and adoption.

What we did

Clockwork designed and led an AI Advantage engagement focused on awareness, alignment, and action.

AI Foundations

An interactive session built to educate and energize Wilson Tool’s executive team.

• Built a shared language around what AI is, what it isn’t, and how it fits into business strategy.
  
• Led hands-on labs to demystify generative AI and show safe, practical uses.
  
• Introduced the concept of co-intelligence—humans and AI working better together.
  
• Sparked “aha” moments around data readiness, governance, and enterprise decision-making.

AI Strategy

A collaborative session that turned insight into direction.

• Synthesized insights from 150+ employee surveys and interviews to reveal how AI was already being used and where it could deliver value.
  
• Facilitated strategy session to prioritize next steps.
  
• Introduced frameworks to evaluate AI opportunities by business value, risk, and readiness.
  
• Defined an actionable roadmap to scale AI responsibly across the organization.

What comes next

Clockwork recommended a clear path forward:

• Establish AI governance and policy.
  
• Develop training and adoption programs to empower employees.
  
• Launch pilot projects to learn, measure, and iterate responsibly.

Client quote

“We realized we can’t just run with the first cool thing someone shows us. We need guidelines and understanding, what AI really means for our company.”

— Wilson Tool leader, during the AI Foundations

The challenge

Modernize a digital platform to overcome legacy constraints, align internal teams, and transform work across departments.

A Global HVAC Leader was struggling with an aging digital platform, siloed systems, and the frustration of failed improvement initiatives. They needed the support of an experienced partner to guide them through a collaborative process and deliver a scalable front-end strategy.

What we did

• Performed discovery by reviewing architecture, interviewing stakeholders, and embedding with their development and user experience teams
• Consulted on UX feedback throughout the development process and provided preliminary component iterations
• Incorporated front-end development, sprint-based delivery, tight feedback loops, and an emphasis on reusable components
• Implemented backwards compatibility features, allowing users to toggle between old and new experiences to support gradual adoption
• Developed beta feature rollout capabilities with user role-based permissions for selective access to charts and dashboards, enabling early feedback collection from targeted user groups

Client testimonial

“You’re giving us the structure we need…You’re adding a lot of value.” — Client UX Team Member

The challenge

Transforming a fragmented, underperforming website into a modern, scalable platform that drives engagement, simplifies content management, and supports global brand cohesion.

BI WORLDWIDE (BIW), a global engagement agency serving Fortune 500 clients, struggled with an outdated website that failed to meet the needs of internal teams and prospective customers alike. Navigation was confusing, regional variations were inconsistent, and their existing CMS lacked the flexibility to support 19 business units and 6+ global regions. Internally, the sales team avoided the 12+ year-old site.

BIW needed a modern, user-friendly digital platform that unified their global presence, streamlined publishing, and clearly conveyed their value proposition. Understanding the scale of this challenge, BIW marketing leaders wanted the right partner to turn over their large site.

In the words of the client, “Clockwork matched our philosophy, process, and attention to detail—game recognized game.“

What we did

• Led an in-depth discovery phase to identify content pain points, define business goals, and align global stakeholders.
• Recommended and implemented a scalable WordPress multisite architecture hosted on Pantheon.
• Created a modular component-based design system using Gutenberg blocks to improve consistency and reduce publishing time by 40%.
• Navigated GDPR compliance and implemented hreflang tags to ensure privacy adherence and accurate regional content delivery for global users.
• Integrated martech tools and platforms to create consistency, efficiency, and transparency, ensuring the team can measure the KPIs that drive their business.
• Introduced a persistent “Let’s Talk” CTA and refined content structure to guide users through a simplified visitor journey.
• Built a custom “BIW Viewer” role to empower global editors while safeguarding design integrity.
• Delivered training videos and an embedded governance hub within the CMS to support internal teams.

Client testimonial

“It’s beautiful. We appreciate all Clockwork did to make this what it is: from design and structure to communication and functionality. We’re excited to see what happens next.”

— VP of Marketing, BI WORLDWIDE

The challenge

Coordinate internal alignment to enhance the customer experience while maximizing customer participation in crucial research.

The Fortune 500 Manufacturer’s customers faced challenges in online ordering and inconsistency when working with different business units. The company needed to understand the full scope of what was happening online and across the business to deploy targeted solutions backed by internal support.

What we did

• Performed discovery by auditing the customer experience process, conducting interviews to understand customer satisfaction opportunities, and analyzing customer journeys to identify the pain points
• Provided a survey option to customers and leveraged existing client research to gain robust insights
• Collaborated with client teams to gain alignment and buy-in from stakeholders
• Delivered service blueprints and recommendations for a more unified customer experience across all business units

The challenge

Design scalable solutions to improve and expedite the service experience for internal service reps and external customers.

Customers weren’t fully adopting the digital service request model; instead, they relied on 1-800 call centers and manual dispatches. The global manufacturer needed to identify barriers to digital self-service tools, improve its usage, and preserve the brand reputation for personal service.

What we did

• Conducted discovery into current processes and the customer journey
• Developed a roadmap targeting quick wins and long-term transformation
• Secured alignment from stakeholders, set up clear communication channels, and emphasized transparency about the project value
• Integrated change enablement and product adoption
• Delivered a comprehensive service model pilot with scalable solutions

The challenge

Resolve a compliance gap and improve website accessibility by addressing over 7,800 missing alt text descriptions—a near-impossible task for our client’s marketing team to fix manually.

The Minnesota Lottery faced a critical accessibility challenge that put their compliance efforts at risk. Their website, managed through CraftCMS, was flagged by tools like SiteImprove and Lighthouse for missing alt text descriptions on over 7,800 images. Addressing this gap was essential for improving accessibility scores and meeting legal and ethical obligations. However, manually creating alt text for each image would have required 260 hours—a significant investment of their marketing team’s time. They needed a solution that was fast, efficient, and sustainable.

What we did

• Conducted research and testing to explore and validate AI solutions for alt text generation.
• Integrated a third-party AI tool with CraftCMS using specialized plugins to automate alt text creation.
• Enhanced AI-generated descriptions by incorporating custom contextual instructions via ChatGPT to align with the Lottery’s unique content.
• Streamlined workflows to automatically generate alt text for new image uploads, future-proofing accessibility efforts.

Outcomes

This solution resolved a major compliance gap but also serves as a proof-point for the Lottery’s marketing team to continue embracing AI with confidence. What started as an operational fix to improve accessibility now feeds an appetite for further innovation, positioning the Lottery to explore AI’s broader potential in content creation and beyond.

The challenge

Automate a manual reporting process, streamline data from different sources, and create best practices for tracking and evaluating key metrics across franchise stores

Häagen-Dazs franchise owners and business managers relied on time-consuming, manually created spreadsheets from different data sources for tracking and reporting store performance. They needed more accurate, timely, and automated reporting in an accessible format.

What we did

• Performed a deep-dive discovery to understand how Häagen-Dazs runs business with franchise stores and the systems they use.
• Mapped out data formatting differences between three systems, cleaned up the data, and developed governance best practices for the future.
• Enabled a no-dev solution that pulls Häagen-Dazs-only sales data from co-branded shops.
• Designed a business metrics dashboard for managers and franchisees to access via HDScoops, an internal app for training, operations, and communications.  
• Developed a series of calculations and algorithms that highlight when stores are meeting goals or need improvement for each KPI.

The challenge

Utilize brand new technology to build an Instant Payments feature for an existing app by working closely with the client to resolve technology challenges and meet banking industry standards.

ExcheQ is a payment app that has supported traditional ACH transactions—electronic bank-to-bank transfers that are finalized on a next-business-day basis. They wanted to upgrade the experience and committed to being the first-to-market with a cutting-edge, person-to-person (P2P) Instant Payment feature that sends money in real-time without the need for third parties or additional accounts. Making it happen called for a clear technology roadmap, a redesign of administrative functions, and a partner who could quickly learn new industry requirements.

What we did

• Quickly immersed in and absorbed knowledge of banking industry standards and procedures.
• Added specially designed testing scripts allowing us to identify and resolve inconsistencies between existing and new API environments.
• Handled changes to API flow with high responsiveness and real-time collaborations with stakeholders.
• Integrated the Instant Payments feature with ExcheQ’s partner, Open Payment Network (OPN), to make calls to FedNow® and the RTP® network.
• Developed an automated pipeline that builds code, tests the build, and publishes the new code automatically in approximately five minutes.
• Provided the client with a fully functioning app that can be used to secure funds from partners and potential investors, growing the app’s market share.

The challenge

Redesign the DriSteem website so customers can quickly and easily find what they want, admins can efficiently manage content, and site technology performs at its peak

DriSteem needed to overhaul its website experience—running on outdated technologies and complex integrations, the site was difficult to navigate, frustrating for customers, and simply underperforming. The admin team was also limited to making updates through an outside vendor and wanted more control and flexibility with content management. With everything the site had to offer, it was just too cumbersome to get things done.

What we did

• Conducted a 12-week discovery, including a vision workshop with stakeholders, to understand their key challenges and strategic goals.
• Developed a new sitemap and page designs based on in-depth user research and user testing—better reflecting how customers wanted to use the site and locate information.
• Kept the BigCommerce storefront but moved the site to WordPress, making it easier for DriSteem to manage content.
• Updated the digital ecosystem to smoothly integrate custom calculators, real-time data integrations, and robust user dashboards.
• Migrated, refactored, and implemented automated testing to increase accuracy of a custom quoting calculator to replace a spreadsheet system.
• Identified and resolved two major security vulnerabilities during the engagement.

Outcomes

Project goals were accomplished giving DriSteem and their users a better website experience that is fast, easy to navigate, more secure, and easier to maintain.