Objectives
- 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
Our methodology
- 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
