"Analysing new mission based journeys to enhance the customer experience"
We helped a high street retailer standout in an increasingly competitive market
In order to maintain a leading market position, our client needed to ensure that the experience provided to customers visiting its stores was second to none. To do so, we helped develop and refine an existing tablet application that would assist sales staff to provide personalised, helpful advice on the best deals and handset models for customers.
Our journey started with the understanding that every customer is different
Some customers know exactly what they want and others need as much hand-holding as possible.The challenge was to develop the application so it was flexible enough to deal with this wide range of customers, yet simple and intuitive so staff members could use it efficiently.
We started by taking a prototype to co-creation sessions with customers
We used roleplaying techniques to stress test how the app could work in real life. By role-playing a number of different scenarios with staff members and customers, we were able to get valuable insight into how to evolve and refine the application further, ensuring that it brings value to both staff and customers. The app was launched in October 2014, creating a significant raise in NPS and customer satisfaction.