Level Shoes 行動・顧客体験変革
私たちの取り組みは、急速に変化する小売環境において、お客様とその購買行動を理解し、お客様中心の最先端の体験を構築することを目指しました。
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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