Synthesize, Ideate + Design
Phase 1
CustomerDefinition
Phase 2
ExperienceMapping
Phase 3
Moments ofTruth
Phase 4
ExperienceDesign
Phase 5
ExperienceMonitor
Research + Analysis Measurement
touchpoint mappingneed state analysisemotional state analysis
-segmentation-narrative insight -analytical -cultural -structural
-differentiators-loyalty drivers-priorities-roi
-concept-prototype-validate-ideation
-measurement-dashboard
our customer journey approach
who are our best customers?
what is their current brand experience?
what touchpoints most impact
success?
what is the ideal experience?
are we delivering the ideal
experience?
CustomerDefinition
ExperienceMapping
Momentsof Truth
ExperienceDesign
ExperienceMonitor
StrategicQuestions
Approach
Deliverables
“Who are our best customers/prospects?”
“What is their current experience?”
“How can I make their experience exceptional?”
“Are we delivering the desired experience?”
“What touchpoints most impact success?”
Customer InterviewsIntercept StudiesEthnographyAnalytical ResearchText Mining
Touchpoint Performance DashboardExperience Dashboard
Customer PersonasArchetype Video
Touchpoint Priority RankerTouchpoint ROI Analysis
Situational AnalysisTouchpoint MapPurchase Cycle MapDay In The Life Map
Experience Creation WorkshopImplementation StrategyCost Benefit AnalysisTouchpoint GuidelinesOperational IdeasIdea PresentationRollout Plan
Segmentation AnalysisProspect AnalysisCustomer Lifetime Value AnalysisSituation Review
customer journey defined
Experience Design MappingConcept definition/testingOperation/business processes review
Customer InterviewsImportance Ranking AnalysisFinancial Impact Projection
Benchmark ScoringQuarterly Tracking
