Start with the customer to develop a new experience and close the market gap

diagnose the experience on both the customer and business sides and map a detailed 360 view of the customer journey
refine the importance and customer effort for each stage of the journey, and measure experience gaps with the competition
identify experience quick fixes and target experience design opportunities

fine-tuned understanding of the customer’s and the competition’s objectives, obstacles and needs, and of the effort felt by the customer to live the experience
enrichment of customer journeys with business mapping
analysis of the customer journey data funnel, understanding the Tech stack and identifying opportunities
prioritization of opportunities based on customer and business analysis

Reinvent a simple, digital and sustainable customer experience to establish its leadership position and become a market shaper