Fewer queries and drop-offs
The points where customers get stuck are known, and each has a fix and an owner.
Customer journey & service design
We design your customers’ path, including the parts behind the scenes.
What it is about
A customer sees an ad, fills in a form, waits three days for a call back and then receives an invoice they do not understand. Each of these steps belongs to a different department, yet for the customer it is a single experience. We map this path with you, find the points where customers drop out or have to chase you, and redesign the service behind it, with its processes, responsibilities and systems.
What’s included
- 01
Customer journey map
Every touchpoint from the first search to the contract renewal, with what customers think and do at each one.
- 02
Service blueprint
What happens behind each touchpoint: who acts, which system is involved and where hand-overs fail.
- 03
Interviews and observation
We talk to customers and to the employees who deal with them every day.
- 04
Target picture and prototypes
The improved process as a clickable prototype or a walked-through scenario before anyone writes code.
What you get
One shared picture
Sales, service and IT see the same process and discuss the same problems.
Work
