We help our clients better understand their target audiences to effectively and holistically redesign their CX (Customer Experience), across all customer touchpoints. We don’t believe in pre-determined CX (Customer Experience) recipes or templates because people are more complex and exciting than a pre-fixed category. Rather than forcing information into boxes, we embrace the complexity of modern life to create multi-layered experiences for an ecosystem of people based on their context and your business.
The key to designing a great customer experience is putting people at the centre of the process. We conduct customer research through customer intercepts, in-field observation, focus groups and quantitative research to build customer archetypes based on real human insights. These archetypes give our clients a rich and deep understanding of the people they’re trying to service.
We review and analyse the entire customer experience from start to finish across all customer touchpoints. By doing this, we can easily identity the gaps between what a brand thinks it is delivering in terms of experience and what the customer actually experiences. This experience audit is a great springboard for stakeholders to get aligned on what’s working, what isn’t and where to focus.
These are a great tool to understand the current experience across all customer touchpoints and where the experience is falling short, not delivering on needs, or creating friction points for the customer. From the journey map, we uncover opportunities that solve current problems and enable the brand to enhance its experience, across all touchpoints, in a meaningful way.
While brands are often aware of their direct competitors, we also look at different sectors and industries for insight into how businesses are solving similar challenges identified in the experience audit. Attracting new audiences, encouraging stronger loyalty and brand advocacy, increased dwell times and average spend, and repeat visits are common challenges addressed in a diversity of ways.
We look at every component of the experience (physical, digital, product, service etc) because an experience is the sum of its parts. With clarity on what success looks like, we help brands get there with a comprehensive experience design strategy. This set of overarching principles and tangible recommendations provides a solid foundation and framework to deliver an outstanding customer experience.