Customer Journey Improvement

Designing Beautiful Services that Work

What delighted customers two years ago has become the industry standard today.
How are you keeping up with the constantly changing tech? Do you have a series of shiny apps that look sexy on your company website? A smooth slideshow?
At the end of the day, it doesn’t matter how much tech you have on your site. Your customer experience will always be defined by the multiple interactions with your company’s service touchpoints.
That’s why a customer experience strategy requires all of an organization’s departments to work together towards a single goal.
With more than ten years in the service design field, we can help define this goal. Our proven methods of discovery and customer journey mapping allow you to re-evaluate your brand’s value proposition. A guided process ensures your experience delivers across every touchpoint so that your customers have the best experience possible.

Process Steps

  • Ethnographic research for your customer’s experience
  • Analysis and mapping of existing experience
  • Ideation workshops
  • Prototyping new experiences and field tests
  • Project documentation and kick-off
  • Ethnographic research for your customer’s experience

  • Analysis and mapping of existing experience

  • Ideation workshops

  • Prototyping new experiences and field tests

  • Project documentation and kick-off

Customer Journey of a
FIAT Owner

Client: FIAT

FIAT approached us with a simple request. Define the journey of a FIAT customer.
Considering the unique history of FIAT and its place in Turkish culture, we knew that we were not dealing with the usual car consumer behavior.