Eliminating the barriers in digital journeys to increase revenue

Improving customer adoption of digital services and increasing customer satisfaction is critical in today's economy

Designing digital services customers love to use

Customers expect digital services to be simple to use, available at the time of their choice and to work perfectly on any device they use.  Any barriers to use will drive customers to competitors digital platforms who once they have acquired a new customer will actively act to retain them.

Excellent customer experiences don't happen by chance, customer interactions with the business need to be designed so they work well. Customer journeys need to designed to represent how the business wants to operate based on the needs of customers. Customers aren't a single homogenous group with a single set of needs. Customers should be segmented so that customers expectations can be understood in detail and digital platforms tailored to meet the needs of all segments. 

Businesses should then aim to design and build their digital service to deliver the identified customer journeys. Barriers such as poor navigation, missing features or poor device compatibility need to be removed. 

Journeys can be delivered incrementally through Agile software development and should be continually managed so they are responsive to changing customer needs. 

Ensuring customer responsiveness

Customers expect digital platforms to be supported by responsive operational processes. Products and services need to be delivered quickly and as specified by the customer. Progress information should be timely and informative without significant customer input. Delays and mistakes significantly reduce customer satisfaction and drive customers to competitors with easier and more responsive services. 

 

Companies are often torn between stretching traditional processes and setting up dedicated digital teams. Both options have benefits and constraints. We believe the key driver is the ability to consistently deliver a responsive service. 

Managing customer service

For businesses with legacy trading and customer support platforms, managing customer orders, enquiries and complaints across physical stores, call centres and digital platforms can be a challenge. Customers expect to be able to interact with the business and transfer their enquiries across channels. A businesses inability to manage this is seen as poor customer service. 

Delivering true Omni-channel capability is often unaffordable to most businesses. Deciding which channels will be used and what services will be available to customers on each channel is key. Once this is agreed, a roadmap needs to be built that aligns upgrades and improvements across all customer channels. 

Key Insights

Design digital services based on planned customer journeys

Ensure responsive service delivery through simplified operational processes 

Develop Omni-channel strategy to provide seamless customer service

Our Services

Our team work with businesses across a range of sectors to build more compelling digital experiences that drive revenue and increase customer satisfaction. 

We provide the following services;

USER

RESEARCH

Qualative and quantative research into users needs, including web platform analytics and social listening. 

CONTENT DESIGN AND PRODUCTION

Style guide and template design through to content standards development and professional content production.

OMNI-CHANNEL STRATEGY DESIGN

Designing strategies that optimise how customers are served across the organisations physical and digital channels. 

USER JOURNEY DESIGN

Persona and journey development including wireframes and interactive prototypes.

OPERATING MODEL DESIGN

Business processes optimisation to reduce time to market for the delivery of products or services. 

Examples of the benefits we've delivered to clients

Retail: Simplifying global businesses processes to reduce time to market support e-commerce platforms

Our client wanted to reduce the time taken to design, develop new products as well as support a diverse set of global e-commerce platforms. Our team designed a global process model to unify and accelerate business operations.

More Information: 

Andy Weller

Government: Designing common processes to build shared services and reduce backoffice costs

Our client wanted to unify finance, procurement and human resource processes to significantly reduce costs and standardise quality. Our team led the feasibility and design of this transformation.  

More Information: 

Andy Weller

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