Delivering a consistent service experience to customers can be a powerful differentiator. Service journey mapping makes it possible. We'll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that people have as they use various channels to access your service – online, in person, telephone, physical environments, and email.
Through in-depth interviews and hands-on workshops, we'll capture your organization's current knowledge of the service experience you offer today.
We'll connect with real customers through methods such as interviews, job shadowing, mystery shopping, and other contextual and ethnographic research.
We'll analyze the research data and turn it into actionable outcomes that empower you to intentionally design and manage the service experience you deliver.
Through service experience mapping, we'll visualize the critical service journeys that customers and users take as they interact with your service.
You'll benefit from a real understanding of your service experience delivery. You'll get:
Fully supported, project-based team with a strategy and set deliverables, following our proven processes.
One or more of our people integrated into your team to enhance and supplement your activities.
Mature teams in your organization, ready to deliver and scale up against your roadmap.
Experts who work hand in hand with your team, transferring valuable skills and knowledge in the process.
Experience thinking perspective
Experience Thinking underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.
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