OUR CUSTOMER JOURNEY APPROACH

RESEARCH + ANALYSIS SYNTHESIZE, IDEATE + DESIGN MEASUREMENT

PHASE 1

CustomerDefinition

• Segmentation• Narrative insight - analytical - cultural - structural

• Touchpoint mapping• Need state analysis• Emotional state analysis

• Differentiations• Loyalty drivers• Priorities• ROI

• Concept• Prototype• Validate• Ideation

• Measurement• Dashboard

PHASE 2

Experience Mapping

PHASE 3

Moments of Truth

PHASE 4

Experience Design

PHASE 5

Experience Monitor