Objectives
- Strengthen a common culture among teams that are mostly newcomers and come from different locations
- create content that can be shared to reinforce the company’s employer brand on a highly volatile target
Our methodology
- 360° mapping of the current experience of customers and beneficiaries on product paths
- conducting a qualitative customer study to understand the needs, obstacles and objectives of customers and beneficiaries
- conducting a quantitative study to measure customer effort at different stages of the journey and analyze the Customer Effort Score
- identification of opportunities for improvement and design of the target experience, prioritization of opportunities during a co-construction workshop in an impact/feasibility decision matrix
