Creating value through Customer Design Experience

The challenges of Customer Experience Design

We all know the challenges of Customer Experience Design: real-time production, variety of staff and customers' response to similar events, lack of control over the overall experience, etc.

As a result, many service operators try to regain control by anticipating all possible situation. This can be for the better (creating stronger quality-controlled processes with suppliers for instance), or the worst (scripting all staff/customers' interaction, writing bureaucratic policies).

A more thoughtful design can enable more freedom in execution

Many service operators have realized this and recruit, train and empower their staff so they can use their best judgment and deliver a good experience "on the fly".

his effort must be matched with a perfect design of the customer experience. First of all, because many elements of the experience are still out of control of frontline staff, like the food or the seat in an airplane. Then, it turns out than the main role of customer experience design is to create a range of services that will maximize profits through:

• substantiating a clear brand proposition to the market(s)
• allowing customers to easily identify what service is best for them and pay accordingly, effectively matching their willingness to pay with an adequate offer of service, and price
• simplifying operations to improve quality and cost-efficiency
• focusing on key hard points in the experience that will create lasting loyalty.

How we can help

We can work with your teams to identify needs currently unserviced on a market, clarify the brand proposition based on the organization potentialities and culture, and design a new experience. We can also set up a joint "start-up team" within the organization to prototype the new ideas, drive innovation and learn from experience. Eventually we can support the main roll-out of the validated ideas.

For whom?

• Transport operators (airlines, railways, airport)
• Hospitality operators (hotels, resorts, lounges)
• Retail & Services in travel environments
• Travel-oriented E- and M-Commerce