Case Study: Armanino – Designing & Launching a Centralised Client Experience App

Client Overview
Armanino is a Top 20 national accounting and consulting firm in the United States, headquartered in San Ramon, California. The firm serves clients nationwide with a focus on innovation, digital transformation, and client experience.

The Challenge
Like many large accounting firms, Armanino faced:

• Oversaturation of SaaS applications across its network.
• Inconsistent client experience dependent on which engagement partner was assigned and what technology they used.
• No single point of access for clients to manage projects, track milestones, and communicate with their team.

Leadership recognised this was unsustainable and committed to developing a centralised application to unify client experience, streamline communication, and set a new standard for digital engagement in the accounting sector.

The Solution
Rad.Digital was engaged to lead the product design, discovery, and change management process for Armanino Access, the firm’s flagship client experience platform.
Key actions included:

• Created wireframes and led the product design process.
• Led the discovery phase for a seven-figure software investment.
• Conducted firm-wide change management, interviewing clients and staff across departments.
• Organised and facilitated focus groups to gather real-world feedback.
• Partnered with developers to build the application and centralise data sources for seamless onboarding.
• Launched the MVP to a few hundred clients, enabling them to manage projects and receive a fully personalised experience.

The Results

• Pilot launched successfully to select clients, collecting invaluable feedback to inform future iterations.
• Delivered a comprehensive client dashboard with real-time project status, direct messaging, milestone tracking, event registration, news updates, and a virtual chatbot.
• Introduced Business Campfires, a unique networking feature allowing clients to connect with peers and Armanino experts in interactive group discussions.
• Established a new digital standard for client engagement in the accounting industry.

Impact
Armanino Access positioned the firm at the forefront of digital transformation in professional services. By building a single, intuitive platform, Armanino shifted from fragmented communication and inconsistent client experiences to a unified, scalable, and client-first model.

Key Takeaway
Transforming client experience at scale requires more than technology — it demands deep discovery, inclusive change management, and close collaboration between leadership, staff, and clients. Armanino’s investment in Armanino Access set a benchmark for how accounting firms can leverage digital tools to create consistent, personalised, and high-value client relationships.

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