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A short introduction to Customer journey mapping

A short introduction on Customer Journey Mapping as presented by Erik Roscam Abbing on Bouwkennis Business Club, 16 February 2017

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customer journey mapping
putting the customer at the heart of innovation
Erik Roscam abbing & Sanne Pelgröm
bouwkennis business club 16 februari 2017
1.
about us and about
livework
2.
what is customer
journey mapping?
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
THIS CAN BE A USER, OR A CONSUMER, OR A CUSTOMER OR A HUMAN
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
IT’S A MAP, NOT AN EXCEL SHEET ;-)
customer journey mapping

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A short introduction to Customer journey mapping

  • 1. London Oslo Rotterdam São Paulowww.liveworkstudio.com London Oslo Rotterdam São Paulowww.liveworkstudio.com London Oslo Rotterdam São Paulo customer journey mapping putting the customer at the heart of innovation Erik Roscam abbing & Sanne Pelgröm bouwkennis business club 16 februari 2017
  • 2. 1. about us and about livework
  • 4. Livework © 2016 customer journey mapping is the process of capturing a person’s experience of a product or service over time. WHAT IS CUSTOMER JOURNEY MAPPING?
  • 5. Livework © 2016 customer journey mapping is the process of capturing a person’s experience of a product or service over time. WHAT IS CUSTOMER JOURNEY MAPPING? THIS CAN BE A USER, OR A CONSUMER, OR A CUSTOMER OR A HUMAN
  • 6. Livework © 2016 customer journey mapping is the process of capturing a person’s experience of a product or service over time. WHAT IS CUSTOMER JOURNEY MAPPING? IT’S A MAP, NOT AN EXCEL SHEET ;-) customer journey mapping
  • 7. Livework © 2016 customer journey mapping is the process of capturing a person’s experience of a product or service over time. WHAT IS CUSTOMER JOURNEY MAPPING? IT’S AN ACTIVITY, NOT A DELIVERABLE customer journey mapping is the process
  • 8. Livework © 2016 customer journey mapping is the process of capturing a person’s experience of a product or service over time. WHAT IS CUSTOMER JOURNEY MAPPING? THE STEPS IN TIME + THE EMOTIONS, MOTIVATIONS, BARRIERS ETC
  • 9. Livework © 2016 customer journey mapping is the process of capturing a person’s experience of a product or service over time. WHAT IS CUSTOMER JOURNEY MAPPING? IT CAN LITERALLY BE ANYTHING!
  • 10. 3. why is it important?
  • 11. Livework © 2016 WHY IS IT IMPORTANT?
  • 12. Livework © 2016Livework © 2016 WHY IS IT IMPORTANT? putting customers at the heart of your business- not your products
  • 16. 5. the three core principles of customer journey mapping
  • 17. 1. deep qualitative insight research
  • 18. 1. deep qualitative insight research
  • 19. 1. deep qualitative insight research
  • 20. 2. the right abstraction level person consumer customer user
  • 21. 3. design the ideal
  • 22. 3. design the ideal
  • 23. When planning a trip there are many factors to consider and many mobility options to choose from. The decision to rent a car can be an output of this process but it’s never an input. In the planning stage, people want to imagine a seamless journey. But practicalities like budget calculations and lack of overview of different mobility options make it hard to uphold this dream. “I think of what is the best mobility plan; flight, train, car, car rental combinations...” “I look for a car with enough space to pick up clients from the airport.” “I can listen to my music, I can shout. It is a kind of freedom I am willing to pay for.” “When it is dark, they can’t see the scratches we made. So how do they know it’s us who made them?” “I thought I bought a service where I didn’t have to fuel the car. But on the invoice I was charged for fuel anyway. I don’t get it.” “I wish I could just drop the car off at the departure hall. Now I still have to hurry from the rental place to the airport to catch my plane”. “I feel relieved, I am not responsible for the people and the car anymore.” “I like car renting because it gives me liberty at the beginning and as well at the end.” “I first go home to clean the car, before I bring it back.” “It’s always a bit confusing to me: I bring back the car, do I just park it somewhere, or is someone coming to check it? And then when they’ve checked it, how do I know it’s allright?” “The one thing I hate is when you have to look for a gas station on your way to the airport. And you are already in a hurry to catch your plane. But when you don’t fill the car up you will be charged like crazy. It’s not a relaxed ending of the holiday.” “The kids open the windows and are showing off.” “I am always worried something went wrong with the reservation.” “I am very accurate I write down every scratch on the car, because you never know if they will charge you.” “I have just one thing on my mind: I want to have those keys in my hand!” “I chose an Audi A3. But I got a Golf. Now call me picky but those are not the same cars in my opinion” “I always get the impression that nothing is set ready for my pick up.” “Often we waste a lot of time at this stage.” “When I booked online, I already chose the right insurance. So when the guy started selling me more insurance it made me feel like I had made some mistake” “ I was a little bit afraid in the beginning, because I never drove such a car before.” “I love renting different vehicles, this way I can ‘test’ drive the car before I might buy my own.” “I usually rent for 7days, so I can use it privately in the weekend.” “We even took a picture of the camping car we rented. We never do that!” “The smell of the new car is so nice” “I’m happy to drive.....I love it!! It is more cpmfortable than driving my own car” “When I rent a car it is MY car for that amount of time.” “Car renting is fun because you can rent different cars each time.” “The most important moment in the booking process was the confirmation that there is a car available for the period I needed.“ “Sometimes I book it for 1 or 2 days extra... just to do other things. Picking up my friends from the airport or to carry stuff.” “I was a bit insecure; a reservation is not the booking. I was afraid that the car might not be available anymore, when I arrive at the station.” When starting my search I have the following criteria in mind: proximity of the station “I just googled for car rental airport Milan. I chose Europcar, also because there is a station nearby my home so I could approach them for some extra info if necessary.” “It is nice to think about holidays.” “Renting a car is not as fast as using your own.” “I want to be flexible in my vacation, and I don’t want to rely on anybody, so I need a rental car.” “My aim is to reach the destination fast, and being able to get around there, that’s why I choose for a rental car this time.” “We wanted to be independent, in our vacation and easily go from A to B.” People have a wide range of criteria to guide them in their search for a rental car. Some look for a specific car, some for closeness, some for a specific brand. In the search stage, people want to use their criteria to make a short list of options. But in their actual search they have to defer from their criteria and take unexpected decisions. When people have found the car, price, period, location and conditions that match their needs, they want to be sure that when they book, all is good. In the booking stage, people want to feel secure that the car they booked will be there for them. But lack of confirmation and previous negative experiences make them worry about the success of their booking. Picking up the car is a stressful activity: (1) people are under pressure (luggage, travel schedule), (2) people are waiting for the paperwork, (3) people feel like suspects when they check the car for scratches. In the picking up stage all people really want is to hit the road. But the logistics at the agency slow them down. This make them feel uneasy and oppressed. Ultimately, this stage is all that matters to people. They enjoy the feeling of freedom, being in charge and being in control. For a short period of time, the car really belongs to them. In the travelling stage people want to feel free, mobile, relaxed and focussed on their goal. They want to feel proud of themselves or their car and they want to enjoy it as much as possible. But responsibility for the car’s conditions, getting used to the car’s operation, and anticipation of the hassle of handing in, may hamper their good spirits towards the end of the trip. Returning the car, again, is a stressful event. Worries about fuel level, cleaning, timing, being accused of scratches, luggage logistics and mileage are clouding the otherwise nice travel experience. In the returning stage, people want to feel secure that everything is in order and that they can get on with their trip, or go home with a satisfied feeling. But people don’t get on-the-spot confirmation that everything is okay which leaves them worried and slightly unsatisfied. The post-rental experience is characterized by a slight uncertainty about whether everything is okay. This uncertainty remains until the bank statement arrives. Also, the gained experience gets lost so people anticipate the same learning curve when renting again. In the afterglow stage people want to feel good about their experience and be sure that they are better prepared for a next rental occasion. But uncertainty about the final costs is dominant in the early afterglow. Also, the discrepancy between the total rental experience and the actual renting activities, diffuse the afterglow and hamper loyalty. PLANNING BOOKING PICKING UP TRAVELLING RETURNING CAR AFTERGLOWSEARCHINGCustomer stages Europcar users Description Job Barriers Experience Car rental customer experience journey Emotion graph Level of user emotion Level of user control When planning a trip there are many factors to consider and many mobility options to choose from. The decision to rent a car can be an output of this process but it’s never an input. In the planning stage, people want to imagine a seamless journey. But practicalities like budget calculations and lack of overview of different mobility options make it hard to uphold this dream. “I think of what is the best mobility plan; flight, train, car, car rental combinations...” “I look for a car with enough space to pick up clients from the airport.” “I can listen to my music, I can shout. It is a kind of freedom I am willing to pay for.” “When it is dark, they can’t see the scratches we made. So how do they know it’s us who made them?” “I thought I bought a service where I didn’t have to fuel the car. But on the invoice I was charged for fuel anyway. I don’t get it.” “I wish I could just drop the car off at the departure hall. Now I stillff at the departure hall. Now I stillff have to hurry from the rental place to the airport to catch my plane”. “I feel relieved, I am not responsible for the people and the car anymore.” “I like car renting because it gives me liberty at the beginning and as well at the end.” “I first go home to clean the car, before I bring it back.” “It’s always a bit confusing to me: I bring back the car, do I just park it somewhere, or is someone coming to check it? And then when they’ve checked it, how do I know it’s allright?” “The one thing I hate is when you have to look for a gas station on your way to the airport. And you are already in a hurry to catch your plane. But when you don’t fill the car up you will be charged like crazy. It’s not a relaxed ending of the holiday.” “The kids open the windows and are showing off.”ff.”ff “I am always worried something went wrong with the reservation.” “I am very accurate I write down every scratch on the car, because you never know if they will charge you.” “I have just one thing on my mind: I want to have those keys in my hand!” “I chose an Audi A3. But I got a Golf. Now call me picky but those are not the same cars in my opinion” “I always get the impression that nothing is set ready for my pick up.” “Often we waste a lot of time at this stage.” “When I booked online, I already chose the right insurance. So when the guy started selling me more insurance it made me feel like I had made some mistake” “ I was a little bit afraid in the beginning, because I never drove such a car before.” “I love renting different vehicles, this way I can ‘test’fferent vehicles, this way I can ‘test’ff drive the car before I might buy my own.” “I usually rent for 7days, so I can use it privately in the weekend.” “We even took a picture of the camping car we rented. We never do that!” “The smell of the new car is so nice” “I’m happy to drive.....I love it!! It is more cpmfortable than driving my own car” “When I rent a car it is MY car for that amount of time.” “Car renting is fun because you can rent different cars eachfferent cars eachff time.” “The most important moment in the booking process was the confirmation that there is a car available for the period I needed.“ “Sometimes I book it for 1 or 2 days extra... just to do other things. Picking up my friends from the airport or to carry stuff.”ff.”ff “I was a bit insecure; a reservation is not the booking. I was afraid that the car might not be available anymore, when I arrive at the station.” When starting my search I have the following criteria in mind: proximity of the station “I just googled for car rental airport Milan. I chose Europcar, also because there is a station nearby my home so I could approach them for some extra info if necessary.” “It is nice to think about holidays.” “Renting a car is not as fast as using your own.” “I want to be flexible in my vacation, and I don’t want to rely on anybody, so I need a rental car.” “My aim is to reach the destination fast, and being able to get around there, that’s why I choose for a rental car this time.” “We wanted to be independent, in our vacation and easily go from A to B.” People have a wide range of criteria to guide them in their search for a rental car. Some look for a specific car, some for closeness, some for a specific brand. In the search stage, people want to use their criteria to make a short list of options. But in their actual search they have to defer from their criteria and take unexpected decisions. When people have found the car, price, period, location and conditions that match their needs, they want to be sure that when they book, all is good. In the booking stage, people want to feel secure that the car they booked will be there for them. But lack of confirmation and previous negative experiences make them worry about the success of their booking. Picking up the car is a stressful activity: (1) people are under pressure (luggage, travel schedule), (2) people are waiting for the paperwork, (3) people feel like suspects when they check the car for scratches. In the picking up stage all people really want is to hit the road. But the logistics at the agency slow them down. This make them feel uneasy and oppressed. Ultimately, this stage is all that matters to people. They enjoy the feeling of freedom, being in charge and being in control. For a short period of time, the car really belongs to them. In the travelling stage people want to feel free, mobile, relaxed and focussed on their goal. They want to feel proud of themselves or their car and they want to enjoy it as much as possible. But responsibility for the car’s conditions, getting used to the car’s operation, and anticipation of the hassle of handing in, may hamper their good spirits towards the end of the trip. Returning the car, again, is a stressful event. Worries about fuel level, cleaning, timing, being accused of scratches, luggage logistics and mileage are clouding the otherwise nice travel experience. In the returning stage, people want to feel secure that everything is in order and that they can get on with their trip, or go home with a satisfied feeling. But people don’t get on-the-spot confirmation that everything is okay which leaves them worried and slightly unsatisfied. The post-rental experience is characterized by a slight uncertainty about whether everything is okay. This uncertainty remains until the bank statement arrives. Also, the gained experience gets lost so people anticipate the same learning curve when renting again. In the afterglow stage people want to feel good about their experience and be sure that they are better prepared for a next rental occasion. But uncertainty about the final costs is dominant in the early afterglow. Also, the discrepancy between the total rental experience and the actual renting activities, diffuse the afterglow and hamper loyalty. PLANNINGPLANNING BOOKING PICKING UP TRAVELLING RETURNING CAR AFTERGLOWSEARCHING AFTERGLOWCustomer stages Europcar users Description Job Barriers Experience Car rental customer experience journey Emotion graph Level of user emotion Level of user control 3. design the ideal
  • 24. 6. the process steps
  • 25. #4 EEN BEHOUDEN VAART #2 EEN VLIEGENDE START GEPASTE FINANCIERING #3 CUSTOMER JOURNEY KLANT WORDEN KvK registratie + verzoek tot contact 1 a 2 maanden verder 1 a 3 jaar verder IN BEELD ALS ONDERNEMERSBANK #1 oriÎnt atie klant worden ondernemen financiering regelen #4 EEN BEHOUDEN VAART #2 EEN VLIEGENDE START GEPASTE FINANCIERING #3 CUSTOMER JOURNEY KLANT WORDEN KvK registratie + verzoek tot contactverzoek tot contact 1 a 2 maanden verder 1 a 3 jaar verder IN BEELD ALS ONDERNEMERSBANK #1 oriÎnt atie klant worden ondernemen financiering regelen 1. define the stages: before - during -after
  • 26. 1. orientation 2. search 3. view and compare 4. contact seller 6. use5. transaction the user’s goal? mobile opportunities? barriers in use? success looks like? the user’s goal? mobile opportunities? barriers in use? success looks like? The no-nonsense pragmatist buyer journey 1. orientation 2. search 3. view and compare 4. contact seller 6. use5. transaction the user’s goal? mobile opportunities?opportunities? barriers in use? success looks like?looks like? the user’s goal? mobile opportunities? barriers in use? success looks like?looks like? The no-nonsense pragmatistThe no-nonsense pragmatistThe no-nonsense pragmatist buyer journey 2. discover outcomes: goals and motivations functional - emotional - social
  • 27. VOLLEDIG ONTZORGD WORDEN De klant wil dat zijn zorgen over het onderhoud van de keuken uit handen genomen worden en er geen omkijken meer naar hebben. IN EEN FLEXIBEL LEVEN BIJGESTAAN WORDEN De moderne stedeling (city nomad) wil zich flexibel en vrij voelen.Door vastigheid en maatwerk los te laten,krijgt de klant de ruimte en tijd zijn leven zelf in te richten. SAMEN HET BESTE VOOR MIJ ONTDEKKEN Deskundigheid en vertrouwen zijn essentiele aspecten.De klant wil een persoonlijke relatie met een medewerker die meedenkt in jouw belang. EEN DUIDELIJK OVERZICHT KRIJGEN Transparantie biedt zekerheid en ontzorging. De klant wil duidelijkheid en overzicht,zowel over het aanbod als over de prijs. De online prijs is de winkelprijs. NAADLOZE SYNCHRONISATIE ERVAREN Met een enkele keuze je volledige keuken klaar hebben,bevrijd de klant van aanvullende zorgen. Alle elementen op elkaar ingespeeld. EEN KEUKEN DIE MET MIJ DOORGROEIT Met wensen van klant veranderen in de loop der jaren en de klant zou willen dat zijn keuken meegroeit,zich aanpast en zich uitbreidt. MIJN KEUKEN CONCREET INBEELDEN De klant wil de keuken in zijn eigen omgeving kunnen inbeelden,en begrijpen wat het concreet voor hem zal betekenen. DE KEUKEN ECHT ERVAREN De klant wil zich levendig kunnen inbeelden hoe het gebruik zal zijn.Doot te zien, aanraken en de producten in een reele context te ervaren,raakt het de klant meer en gaat het leven. AANKOOP We gaan dit doen! INSPIRATIE Wat zou ik willen? ORIENTATIE Wat is er dan? AANLEIDING Moesten we niet eens... INSTALLATIE Hoe gaat het er komen? GEBRUIK Wat kan ik ermee? ONDERHOUD Hoe blijft het goed? UITBREIDING Ik ben toe aan meer! CUSTOMER JOURNEY STEPS KEUKEN VAN DE TOEKOMST: CUSTOMER DECISION JOURNEY & INITIAL CONCEPT PROPOSAL STRATEGISCHE BELEVENIS THEMAí S INSPIRATIE VOOR CONCEPT- ONTWIKKELING HUIDIGE ERVARINGEN Home≠ showrooms of experience stores,op bezoek bij gebruikers thuis,voelen en ervaren ì Mijn keuken wordt met de jaren minder,maar ik moet er nog jaren mee doen.Het wordt nooit meer zo mooi als het was.î ì Zoín showroom bezoeken is toch heel anders dan om echt in een keuken staan en te koken.î ìHe t is toch wel een verrassing hoe alles bij elkaar uitpakt straks in mijn eigen keuken.î ì Ik heb al zo weinig tijd.Waarom moet dat uitzoeken en laten inbouwen van een keuken dan ook nog eens zoín omslachtig proces zijn?î ì Ik ben op zoek naar deskundige informatie,maar ik weet nooit of ik die verkopers wel kan vertrouwen.î ì Er zijn zoveel variaties en combinaties.En ik krijg totaal geen beeld van wat voor prijskaartje er daadwerkelijk aan hangt.î ì Heb ik eindelijk een mooie keuken gevonden,moet ik alle losse elementen nog kiezen.Het wordt nooit zoín mooi geheel als in de brochure.î ì Met ons beperkte budget zit een luxe 6≠ pits kookplaat er op dit moment niet meer in.Wat als ik dat over een paar jaar wel bij wil?î Er is een aantal behoeftes van klanten waarvan we verwachten dat die in de huidige keukenaankoop proces niet goed vervuld worden. Dit document toont onze hypotheses t.a.v.klantbehoeftes en initiÎ le ideÎ en voor de keuken van de toekomst die op die behoeftes aansluit. Deze hypothese zal getoetst worden door middel van klant≠ interviews. Modulair, gemakkelijk elementen toevoegen Service aan de deur of in stores,leasen,goed schoon te houden door strakke vormen Vrijstaand, geen passtukken, meeverhuizen,geen lange levertijd of ingewikkelde kosten Frisse verkopers: aantrekkelijk personeel, vrouwelijk,geen eerdere keuken≠ verkoopervaring, oprecht enthousiast Overzichtelijk portfolio en werkomgeving, beperkte keus, benutten van technologie Simuleer je eigen droomkeuken met digitale tools Geintegreerde verlichting en apparatuur,geen naadjes,consistent geheel VOLLEDIG ONTZORGD WORDEN De klant wil dat zijn zorgen over het onderhoud van de keuken uit handen genomen worden en er geen omkijken meer naar hebben. IN EEN FLEXIBEL LEVEN BIJGESTAAN WORDEN De moderne stedeling (city nomad) wil zich flexibel en vrij voelen.Door vastigheid en maatwerk los te laten,krijgt de klant de ruimte en tijd zijn leven zelf in te richten. SAMEN HET BESTE VOOR MIJ ONTDEKKEN Deskundigheid en vertrouwen zijn essentiele aspecten.De klant wil een persoonlijke relatie met een medewerker die meedenkt in jouw belang. EEN DUIDELIJK OVERZICHT KRIJGEN Transparantie biedt zekerheid en ontzorging. De klant wil duidelijkheid en overzicht,zowel over het aanbod als over de prijs. De online prijs is de winkelprijs. NAADLOZE SYNCHRONISATIE ERVAREN Met een enkele keuze je volledige keuken klaar hebben,bevrijd de klant van aanvullende zorgen. Alle elementen op elkaar ingespeeld. EEN KEUKEN DIE MET MIJ DOORGROEIT Met wensen van klant veranderen in de loop der jaren en de klant zou willen dat zijn keuken meegroeit,zich aanpast en zich uitbreidt. MIJN KEUKEN CONCREET INBEELDEN De klant wil de keuken in zijn eigen omgeving kunnen inbeelden,en begrijpen wat het concreet voor hem zal betekenen. DE KEUKEN ECHT ERVAREN De klant wil zich levendig kunnen inbeelden hoe het gebruik zal zijn.Doot te zien, aanraken en de producten in een reele context te ervaren,raakt het de klant meer en gaat het leven. AANKOOP We gaan dit doen! INSPIRATIE Wat zou ik willen? ORIENTATIE Wat is er dan? AANLEIDING Moesten we niet eens... INSTALLATIE Hoe gaat het er komen? GEBRUIK Wat kan ik ermee? ONDERHOUD Hoe blijft het goed? UITBREIDING Ik ben toe aan meer! CUSTOMER JOURNEY STEPS KEUKEN VAN DE TOEKOMST: CUSTOMER DECISION JOURNEY & INITIAL CONCEPT PROPOSAL STRATEGISCHE BELEVENIS THEMAí S INSPIRATIE VOOR CONCEPT-VOOR CONCEPT-VOOR CONCEPT ONTWIKKELING HUIDIGE ERVARINGEN Home≠ showrooms of experience stores,op bezoek bij gebruikers thuis,voelen en ervaren ì Mijn keuken wordt met de jaren minder,maar ik moet er nog jaren mee doen.Het wordt nooit meer zo mooi als het was.î ì Zoín showroom bezoeken is toch heel anders dan om echt in een keuken staan en te koken.î ìHe t is toch wel een verrassing hoe alles bij elkaar uitpakt straks in mijn eigen keuken.î ì Ik heb al zo weinig tijd.Waarom moet dat uitzoeken en laten inbouwen van een keuken dan ook nog eens zoín omslachtig proces zijn?î ì Ik ben op zoek naar deskundige informatie,maar ik weet nooit of ik die verkopers wel kan vertrouwen.î ì Er zijn zoveel variaties en combinaties.En ik krijg totaal geen beeld van wat voor prijskaartje er daadwerkelijk aan hangt.î ì Heb ik eindelijk een mooie keuken gevonden,moet ik alle losse elementen nog kiezen.Het wordt nooit zoín mooi geheel als in de brochure.î ì Met ons beperkte budget zit een luxe 6≠ pits kookplaat er op dit moment niet meer in.Wat als ik dat over een paar jaar wel bij wil?î Er is een aantal behoeftes van klanten waarvan we verwachten dat die in de huidige keukenaankoop proces niet goed vervuld worden. Dit document toont onze hypotheses t.a.v.klantbehoeftes en initiÎ le ideÎ en voor de keuken van de toekomst die op die behoeftes aansluit. Deze hypothese zal getoetst worden door middel van klant≠ interviews. Modulair, gemakkelijk elementen toevoegen Service aan de deur of in stores,leasen,goed schoon te houden door strakke vormen Vrijstaand, geen passtukken, meeverhuizen,geen lange levertijd of ingewikkelde kosten Frisse verkopers: aantrekkelijk personeel, vrouwelijk,geen eerdere keuken≠ verkoopervaring, oprecht enthousiast Overzichtelijk portfolio en werkomgeving, beperkte keus, benutten van technologie Simuleer je eigen droomkeuken met digitale tools Geintegreerde verlichting en apparatuur,geen naadjes,consistent geheel 3. discover barriers functional - emotional - social
  • 28. 4. design solutions touchpoints - channels - interactions based on guiding principles
  • 29. 29 We’ve helped our client Europcar to embrace customer experience and turn their brand values into actual concrete customer benefits. We’ve done this through collaborative qualitative research and co-creation of new brand-based interventions on all levels of the organisation: from board to parking place, from marketing to operations, from Mallorca to Brighton.
  • 30. 30 We’ve helped our client Ebay to combine deep qualitative insights with quantitative customer intelligence to arrive at a brand vision and guiding principles for their desired brand experience throughout the customer journey. This has led to many initiatives across customer segments, regions and channels, leading to a drastically increased NPS and brand appreciation.
  • 31. London Oslo Rotterdam São Paulowww.liveworkstudio.com London Oslo Rotterdam São Paulowww.liveworkstudio.com Sanne Pelgröm sanne@liveworkstudio.com +31 6 41314039 Erik Roscam Abbing erik@liveworkstudio.com +31 6 24518462 Contact