Design Consistency is Key to Great Customer Experience
We started the project with an in-depth audit of current flows and customer journeys, including all up-to-date analytics. Pain points and high drop-off rates were noted so that quick fixes could be found and areas of potential improvement could be identified. We then set out to simplify processes and design them more intuitively. As there were different external agencies and internal stakeholders involved, it was very important to focus on consistency with regard to implementing a design system for the whole project. Plus, staying in line with strategic and business goals was a high priority. We, therefore, actively participated with all partners in choosing the right priorities and sprint goals.
Creation and evaluation of the Customer Journey
With the creation of customer journeys we established a clear starting point, enabling the interdisciplinary teams to understand and visualize the customer’s perspective better. By prioritizing pain points, we efficiently addressed both quick fixes and long-term tasks. We also identified important delight moments and transformed them into peak experiences along the customer journey. To ensure continuous improvement, we held workshops involving the entire team, allowing us to constantly update and refine the customer journey based on evolving needs and insights from diverse perspectives.