This is an overview of Tangerine Lab's capabilities and services. Tangerine Lab is a customer experience design agency that employs design thinking and service design methods to create enchanting customer experiences for brands. Our designs are enabled by emerging technologies and fueled by quantitative insights and customer analytics.

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Brand & Customer Experience Design

2. What is Tangerine Lab?
Tangerine Lab is a customer and brand
experience design firm.
• We are passionate about how customers experience and
engage with brands and adopt them as their favorite.
• Our mission is to help you become the brand of choice.
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3. Our Approach
• Data driven
• Design thinking
• Holistic
• Expertise in the entire customer life-cycle built on a foundation
composed of people, process, technology and data
• When appropriate, enablement through
integration of emerging technologies
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Product Portfolio

5. Product Portfolio
Customer
Experience
Assessment
& Design
Emerging
Customer
Technologies
Enablement
Data &
Analytics
Fueled
Customer
Strategies
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6. Customer Experience Assessment & Design
Deliverables
• Define customer experience objectives
• Persona development
• Customer journey mapping workshops using design
thinking methods
• Identify moments of truth and gap analysis
• Identify design or redesign opportunities
• Identify potential enablers: data, analytics, customer
technologies
• Design prioritization against business objectives and
detailed roadmap
• Design prototype
• Full implementation
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7. Customer Experience Assessment & Design
• Scope
• Cross-channel: digital and offline
• Can be focused on new product/service experience
design, improvement to existing experience or
disruptive experience
• Across all customer touchpoints: Marketing, Sales,
Customer Care
• Internal and External processes with impact to
customer experience and go to market strategies
• Engagement length
• 3 months to 12+ months
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8. Data & Analytics Fueled Customer
Strategies
Deliverables:
• KPI and metrics audits and alignment with customer
experience strategy
• Data integration and architecture landscape audit
• Data and architecture recommendations and roadmap
• Customer analytics, insights, trends
• Social Media and digital KPI strategy, design and
production
• Scorecard development and measurement
• Implementation
• Training
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9. Data & Analytics Fueled Customer
Strategies
Scope
• The entire customer lifecycle: marketing to advocacy
• Digital and offline
Engagement length
• 3 months to 12+ months
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10. Emerging Customer Technologies
Enablement
Deliverables
• Current technology audit against customer
experience strategies
• Appropriate technology alignment with customer
touchpoints
• Technology evaluation and recommendations
• Implementation roadmap
• Implementation
• Training
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11. Emerging Customer Technologies
Enablement
Scope
• Applications of emerging customer technologies
specifically: Enterprise CRM (Marketing, Sales,
Customer Care), Social CRM, Social Web,
ecommerce, mobility, location, sentiment
analysis, data technologies
• Digital and offline customer touchpoints
Engagement length
• 3 months to 12+ months
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12. Customer Experience Design Workshops
• Productized workshops for single client
– Customer experience strategy development
leveraging design thinking methods
• Productized multi-client workshops
– Customer experience strategy development
leveraging design thinking methods
• Similar challenges (new products, business
transformation, disruption objectives)
• Productized workshops followed by
implementation services
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13. Our !"#$%&' Approach To Strategy
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14. Our Leadership Team
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15. Banafsheh Ghassemi, Founder & CEO, Experience
Designer
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• 16+ executive leadership
• Product and customer experience designs
• Digital and offline
• Sales, marketing and channel strategy
• CRM strategies
• Business and technology integration
• MCI, Nextel, Sprint, Nasdaq, American Red Cross
• Sought after speaker & subject matter expert on the conference
circuit, expert panels & trade media
• Advisor to nonprofit & for-profit organizations on business
transformation
• Advisor to startups on new products
• Based in Washington DC

16. Steve Signoff, Founder & Chief Marketing Officer
• 20+ years of executive leadership
• Fortune 50 to start-ups
• Marketing
• Domestic & international business
• New markets development
• CEO for a publicly held mobile app company
• CEO of a start-up in mobile privacy protection
• Chief Sales and Marketing Officer
• Illume Mobile, One Communications, Sprint, Owens
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Corning Fiberglass
• Board of directors member
• Intelig in Rio de Janeiro, Brazil;
• Barak in Tel Aviv, Israel;
• Nonprofits including The Kansas City Zoo, the Sprint
Foundation and CASA
• Based in Florida

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Website: www.tangerinelab.com
Twitter: @tangerinelab