What's included

• User Interviews

  Either 1v1 or focus group interviews with Users/Customers to interpret the highs and lows of their experience across the service.

• Internal Interviews

  Interviewing internal SMEs (Subject Matter Experts) to understand their roles and consider how customer challenges may map against employee challenges.

• Analytics

  Analyzing user data to quantitatively understand where issues are and how frequently these issues may reside.

• User Journey Maps

  Journey maps of the different customer personas, mapping the interactions with a service.

• Thematic analysis

  Taking User Interviews, Internal Interviews and Analytics to find key themes and groupings to understand an overarching obstacle. This feeds into the blueprint and gives an indication of key areas of opportunities.

• Service Blueprint

  A blueprint mapping of the entire business, benchmarking the highs and lows. Qual: User interviews and internal employee interviews and mapping against Quant: data gathered from analytics tools.

• Opportunities deck

  A summary of the key challenges / issues uncovered, alongside potential overarching opportunities for growth and user experience improvements.