What's included

• Customer Personas

  - Conduct research to understand customer's motivations, pain points, interests and behaviour. - Use insights from research to create detailed, relatable personas that can be used to strategically guide experiental decision making

• Customer Journey Maps

  - Analyse the current experience for customers and identify painpoint to resolve - Create a To-Be optimal experience for customers and highly opportunities to develop

• Customer Experience Strategy

  - Understand the goals of the business and the goals of the customer - Establish key objectives - Analyse current experience to identify gaps - Define a strategy for CX improvement incorporating research, insights, best in class examples. - Roadmap the path to sucess - Establish a high level project plan