Customer
Experience 😊

Every interaction is an opportunity to generate an impression and improve customer engagement. Our Customer Experience sprint ensures critical touch points and user flows are frictionless, and optimised for maximum performance.

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Our Customer Experience framework focuses on identifying and correcting friction points, tailoring personalised journeys based on data-backed insights, and building relevant experiences.

This framework is ideal when:

Conversion metrics are not where they need to be.

Improving customer satisfaction and engagement.

Identify and resolve friction points in the customer journey.

Personalising experiences to customer preferences and dynamics.

Remain competitive and saturated marketplace.

Building long-term customer loyalty and success.

Framework key methods:

Voice of the Customer Programme (VoC).

Competitor analysis and benchmarking.

Market comparison and performance analysis.

Task analysis and naturalistic observation study.

Customer journey mapping and service design evaluation.

Prioritisation workshop.

Framework deliverables:

A detailed and consolidated audit report, with qualified, actionable recommendations.

A comprehensive Miro Board detailing findings, ranging from a variety of methods.

An in-depth presentation, playing back the headline findings and justifications.

Problem statements, hypothesis creation, and How Might We? statements.

Artefacts including service blueprint, customer journey map, and personas.

Strategic experience roadmap that aligns with your commercial objectives.

Our two-week sprint helps to define a qualified roadmap and backlog of experiments that allow you to prioritise your approach to proactively and continuously improve your customers' experience.