Customer interaction: We get to know your customer thoroughly
Having an in-depth knowledge of your customer is crucial!
To enable us to understand how your customer thinks and behaves, we apply qualitative methods, such as interviews and observations. In this way, you will not only understand what your customers think, but also why they think that way.
Customer insights: We package knowledge about your customer into common denominators
This stage involves analyzing what we have learned about your customer in order to find common denominators. Identifying and compiling these will enable you to get a grasp of your customers’ needs, motivations and expectations. You will also gain understanding of the problems and opportunities from the customer’s perspective.
Generating ideas: We create relevant solutions based on customer insights
The customer insights generated in the previous stage provide fuel for the idea generating phase. With the help of various innovation tools, we shape solutions based on your customer’s needs, aspirations and behaviors.
Trigger material: To visualize an idea makes it more tangible and real
It is important that the trigger material is left unfinished in order to allow for the customer to alter and build on the idea.
In order to support understanding and make it easier to talk about the possible solutions we’ve found during the idea generation, we visualize them. We call these types of sketches or primitive prototypes trigger material. The goal is to trigger conversation and in this way develop the final solution.
An iterative process: We start again, with our client now involved in refining the solution
We then repeat the whole process, carry out interviews where we once again listen to and learn from the client. This time the difference is that we introduce our trigger material to the conversation.
Already at this stage, you’ll find out whether your customer likes the solution, how it can be improved or if we have got it all wrong and need to start afresh.
How long it takes depends on the complexity of the project.
Implementation: The solution realized as a service
Once a customer centered solution has been designed the next step is implementation of the service in real life.
In this step we make use of tools like service blueprinting in order to understand the connections between the customer’s journey through the service and the internal processes within the organization delivering the service. It could be anything from designing an optimal customer meeting in a store, creating a web site with a clear user flow or different service offerings for different customer needs.
In order to help organizations translate customer insights into concrete services and become customer centric we use tools as; change management, digital development and service design training programs. By understanding how the customer’s journey through the service connects with the choice of channels, the internal processes and supporting services we can help you create the right customer experience and train you to become a customer centric organization.
Transformation: We transform the entire organization
Besides assisting the service development, we help businesses, organizations and governmental authorities to put their customers in the center, for real!
Customer centricity is reached by letting customer insights guide the organization, thus letting the organization create value for their customers as well as the best possible customer experience. In this step we work with business design and change management.
Some examples of what areas we work with:
Guiding organizations through visions and strategies. Which should also be based on your customer.
Changing the culture and behavior in the organization so that everyone understands why the customer needs to be considered at all times.
We create different management and measuring tools that will help you know how far you’ve come, whether you are on the right track or not and when you’ve reached your goal.