Customer Journey Insight
You recognize that designing effective Omni-channel customer experiences requires an in-depth understanding of the customer journey
This service gives clients immersive insights into their customers’ experience to inform engagement and support strategies
- Gather rich insights to understand the moments in a customer’s journey, whether the customer is a patient, caregiver, provider or payer.
- Uncover emotional and rational needs and opportunities to engage at high priority moments.
- Use a powerful blend of research techniques including ethnography (home visits and mobile diaries), qualitative (in-depth interviews), online behavior and social media analysis.
Teams who:
- Want to design customer-centric programs or services
- Move beyond purely product-centric services to offer value-added services
- Need to understand how to engage customers in relevant ways at key moments
- Are planning a significant investment in a new patient or customer engagement program or strategy
The customer journey service results in tangible insights to inform engagement or service design Specific deliverables include:
Research Protocol
Defining the research methodology to be undertaken.
Insights Report
Capturing insights into the customer segment goals, beliefs, needs, emotions and desired actions at each stage of the journey.
Defining moments of truth and drawing actionable implications for service or experience design.
Customer Journey Map
Visually or pictorially rendering the customer journey to bring insights to life.
When you invest in customer journey research, you will realize significant benefits, including:
- Fresh, new insights into your customer’s experience
- Actionable insights on where and how to engage customers’ at each stage of their journey
