Start with the consumer & work backwards

A consumer experience strategy needs to consider interactions across channels and platforms and the influencing forces within a customer’s eco-system.

Our starting point of designing an experience is the user, their surroundings and influencing factors. We start with this and iterate. Following are the key principles of our customer experience strategy formulation:

  • Identify your customer and their needs. Understand the ecosystem they frequently interact with

  • Capture what the customers are doing before, during and after their interactions. Understand how they are interacting with the service and brand through different channels & platforms

  • Explore opportunities for new products and services

  • Design and test concepts with real customers 

  • Identify front office, local and remote services then conduct a rapid technology gap assessment

  • Bring internal and external stakeholders on the journey by conducting frequent show and tell sessions