Bespoke for every environment
Understanding what customers want isn’t easy. It’s full of contradictions and surprises, like putting a jigsaw together. We know how to get to the bottom of what customers really want and translate into actionable insight.
To build a good understanding of what customers really want to have to understand multiple data sources; looking for themes and ironing-out contradictions. We integrate complaints data, contact information, quantitative and qualitative research, case studies, informal groups and employee research to build a comprehensive picture of need that balances emotional data with empirical information necessary to gauge improvement and set goals.
Multi-channel Service Design
We develop a comprehensive strategy to create an experience that is easy and engaging. Yet, also practical and resilient and repeatable day-in, day-out.
Customer Centric Brief
We understand how to define the benefits of a customer-centric brief. Understanding and translating that insight into tangible business benefits that create value. We also understand the practical balance necessary to future-proof the design that is resilient and practical. Enabling the building to be adaptable as changing operational and customer needs will require flexible designs.
Customer Journey Mapping
Building a candid and accurate picture of the customer journey is the first step to understanding the change necessary to build a great experience. We have years of practical experience and eliciting this from stakeholders and customers. Often, we hold ‘persona days’ to understand a particular case study that raises typical issues that the organisation would face.
We find that there are 3 stages; what you think the journey is, what it actually is and what you would like it to be.
Our approach to experience design enables us to understand the wider business benefits from delivering a customer-centric approach. Efficiences and revenue opportunities are often identified which add value; understand when customers are ready to buy and how they want to do it.
We establish frameworks which are allow the most cost effective option to be selected which gives the best cost : benefit ration.