Level Shoes Behavioral & Customer Experience Transformation
Our efforts were aimed at understanding the customer and the way he shops in the fast-paced retail environment to build a cutting edge experience around him.
01 —The Impact
The results, up front.
Archetypes . We have come up with six Customer Archetypes, having connected their needs, drivers and triggers with the actual journey mapping. Customer Journeys . Infused by behavioral thinking, highlighting the FISE and DPE, as well as moving from macro level of stages into a touchpoint level. Behavioral Recommendations . First in the Middle East to use behavioral in Journey Mapping and Customer Experience Design.
02 — The Challenge
Where they started.
To answer to those challenges and provide insights to Level Shoes' Management, we have run a research that helped us: Design Archetypes (of shoppers) Design Journey Maps Define Friction Points Create the new experience
03 —What We Did
The work.
In our framework, and during the journey mapping exercis…
In our framework, and during the journey mapping exercise we have used a new approach that helped us:
Categorize touchpoints (F.I.S.E.™) by frequency, importa…
Categorize touchpoints (F.I.S.E.™) by frequency, importance, satisfaction and effort.
Define source of the friction (D.P.E.™) at the stage lev…
Define source of the friction (D.P.E.™) at the stage level: Decision, Process or Environment
Provide behavioral recommendations that could help fix t…
Provide behavioral recommendations that could help fix the gaps and ensure better customer experienceIn the end we have crafted a plan of action that could be used to implement the recommendations.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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