Project - Customer Journey Dashboards
Using advanced data engineering and visualisation to reveal the hidden truths of customer experience – enabling our client to focus their transformation investments on the highest impact improvements.
Investments in improving customer journeys were based on intuition and incomplete data
There is no such thing as a standard customer journey. Creating outstanding customer experience requires a deep understanding of how people actually behave in the real world… a challenge when their electronic footprint spans many disparate systems.
Our value goals was to enable customer journey owners to improve customer experience based on new insights revealed about typical journeys.
In just 12 weeks, using advanced data engineering and visualisation on our clients’s highest priority journey.
The outcomes fundamentally altered the way change activities were defined, increasing the impact of transformational investments on the highest impact improvements and redefined key business metrics.
We started by putting business users at the heart of our analysis, using design thinking to uncover everything they wished they knew about their customers – from the web pages they visit to the reasons they choose not to take up offers targeted at them.
Our architects worked with the business to create connections between the systems their customers traversed – appointments, complaints, applications and more – connections which had never before been possible. We translated their vision into a technology blueprint for our engineers, who stitched together webs of interactions, revealing for the first time the actual paths trodden by real customers.
Interactive information design
Our information designers created innovative visualisations to represent complex patterns of behaviour simply, highlighting customer journeys that appeared anomalous and enabling