Experience Strategy.

We work with businesses and organisations to create a prioritised vision of the complete end-to-end customer experience you want to offer across all touchpoints, based on behaviours and emotions of your customers. This ensures any product, proposition and service have a solid foundation as to why they exist and how it aligns to overall customer experience vision.

 

We can help you deliver the right propositions and products at the time, aligned to customer behaviours & emotions. Do you have a clear vision & strategy of your customer experience?

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1. Understanding more about your customers

Designing for humans is all about understanding much more about their behaviours, emotions and triggers.

We gather detailed insights about behaviours, emotions, current pain points, expectations and risks. All helping to provide insights on where to improve your experience – as well as identifying new propositions to resolve an underserved need – that can be used to help shape, prioritise and validate your medium & long-term vision.

Methodology

  • Customer interviews
  • Ethnographic research
  • Stakeholder workshops
  • Business innovation
  • Service safaris
  • Business strategy and visioning
  • Quantitative analysis
  • Qualitative analysis
  • Thematic Analysis

Artefacts

  • Personas
  • Empathy maps
  • Mental models
  • Service vision wheel
  • Business model canvas
  • Value proposition

2. Defining the Customer Experience Map

The outcomes of the formative research is to visualise via an ‘Experience Map’ (also known as a ‘Customer Journey), where we plot behaviours & emotions, where they’re currently undeserved, areas impacting the business and external risks, all across multiple touchpoints someone has with your business. Ultimately helping to understand what success looks like and where to focus initial efforts.

The above Experience Map will help identify gaps in the market or where you should look to improve your product or proposition, providing you with a clear reliable vision of where to focus next and in the long-term.

Methodology

  • Customer interviews
  • Ethnographic research
  • Stakeholder workshops
  • Business innovation
  • Service safaris
  • Business strategy and visioning
  • Quantitative analysis
  • Qualitative analysis
  • Thematic Analysis

Artefacts

  • Personas
  • Empathy maps
  • Mental models
  • Experience maps (also known as Customer Journeys)
  • Service vision wheel
  • Business model canvas
  • Value proposition

3. Conceptulising and Prototyping

We bring to life – using the Experience Map as our base – any new potential propositions, products or services by conceptualising and prototyping, so we can validate and iterate before going live in full.

It’s about creating something that provides reliable insights to validate the vision, whether that’s testing a new full functional PoC in-store terminal, a limited beta native app or cardboard mock-ups. We do what’s right to validate the direction.

Methodology

  • Product design
  • Design thinking
  • Conceptualisation
  • Co-design workshops
  • Roll-play workshops

Artefacts

  • Digital prototyping
  • Cardboard prototyping
  • Physical prototypes

Helping realise your potential…

Strategy and Vision

Create a vision of the end-to-end experience you want, aligned to the ever changing behaviours and emotions of your customers, helping you to prioritise programmes & projects and identify new propositions.

CX Healthcheck

Let us get to the root of why your existing customer experience isn’t working. We’ll create a bespoke report that summarises issues impacting your overall end-to-end experience, across key touchpoints.

Conceptulising

Bringing the customer experience to life by prototyping any new propositions to gather exploratory feedback. Roll-playing the proposed service and stress test to identify weaknesses / areas for improvement before going live.

Helping our clients achieve their aspirations…

B-North: We’re actively supporting B-North, a large FinTech start-up, with Service Design & CX consultancy, in their journey of disrupting the UK SME lending market by drastically reducing time for loan origination…

Find out more

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Request-to-Pay: We're actively supporting Pay.UK (UK’s leading retail payments authority) to shape and design a new proposition that will give consumers much greater flexibility when paying regular bills…

Find out more

Let’s talk.

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Get in touch today with our Head of XD, Andy Wilby, to discuss more about how we can help your business or organisation create an Experience Strategy to provide you with a long term vision of your complete end-to-end customer or patient experience across all touchpoints (both digital and non-digital).

Andy Wilby | Head of Experience Design

0113 201 0600

xd@answerdigital.com

LinkedIn profile >

Our Sector Expertise

Retail

We work with retail businesses to improve consistent experiences against moments & milestones – across multiple digital and non-digital touch-points – aligning to your customer’s behaviours and emotions.

Wealth Investment

Working with wealth investment providers to help improve their platform offering by focusing on the various customer life stages/moments for buying investment products.

FinTech & Payments

Working with Challenger banks, FinTechs and Payment companies to help create innovative products and services, focusing on agility and scalability to get to market quickly whilst limiting risk .

NHS Healthcare

We work with NHS Trusts to help redesign end-to-end services that have a clear focus of improving patient care, as well as increasing internal efficiency and saving costs.