DIAGNOSIS

Measure the gap between delivered and lived experience.

You wish :

1 draw up an inventory of knowledge of the service: its customer experience, its operating mode and its business strategy.

2 identify the internal irritants and the motivations of the teams to get involved in the good delivery of the service in connection with their annual objectives.

3 initiate an organizational learning process leading to successful customer experience management.

MATERIAL

Identify the experiential action levers and define the vision.

You wish :

1 bring out the value proposition of the service and decline it.

2 identify the desired experience and possible pivotal moments.

3 define the internal levers to be activated during the change management phase.

4 question the business viability of the service with regard to user benefits.

EXPERIMENTATION

Experiment the introduction or improvement of a service.

You wish :

1 compare the proposed solution with a representative sample of users before large-scale deployment.

2 identify areas for necessary service adjustments.

3 become aware of the involvement of staff with pilot users.

4 adjust the distribution of expenses by division of activity and the operating mode.

Service diagnosis

Formalization of a Service Blueprint useful for:

• map the entire customer journey on a chosen scenario and interactions with the brand;
• share priority points for progress and recommendations associated with improved VIP service.

sector of intervention: industry

Vision co-creation
& roadmap

Facilitation of co-design workshops useful for:

• imply the actors of a territory;
• define an initial roadmap for validate the digital strategy.

sector of intervention: public insurance

Creation & redesign of offer

Definition of service flow for protyping the digital product useful for:

• transform the vision in reality on the ground and market;
• experience service support with consumers;
• adjust and improve the service depending on the organizational changes made.

sector of intervention: retail

Methodological coaching

Definition of an end-to-end methodological framework and animation of a working group useful for:

• establish a target vision roadmap;
• quickly test new concepts or services.

sector of intervention: retail