How might we better understand our customers needs and expectations, so that we can maintain and grow engagement throughout the life of the service?
A research and prototyping exercise to identify how to better deliver value to an existing customer base. Working alongside the project team, contact centre and retail staff. A deep dive into the existing customer experience through observational studies, interviews and guerrilla research to map the existing customer experience .
Prepared moderation guide, brief and project scope for agency-led, in home, customer research with a mix of new and existing customer groups including seniors, singles/couples and families. Produced low fidelity mockups and worked with UX designer to create prototypes for testing. Research validated many of the key recommendations identified through workshops and provided a clear path forward. Assisted team in turning insights into action with roadmap planning for delivery.
Lizzie Bott 