Shopping Cart

Customer Experience Design

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

– Jeff Bezos Founder of Amazon

Customer Experience Design

The services sector by its nature is a very complex environment, you only have to draw out a sales process or an online sales process for your organisation, to realise how many steps, systems and partners are involved. Never mind how you deal with returns.

Service Design helps organisations to see their services from a customer perspective and then envision and implement customer interactions that meet and exceed customer needs.

Service Design Thinking brings a creative, human-centered and holistic approach to service improvements and using the principles of Design Thinking is an excellent approach to improve your customer experience.

In the Mckinsey Design Index, which rates companies on how strong they are at Design, have found that companies who use design the most, outperform their competitors with 10% higher revenues and 21% higher total returns to shareholders.

Resonation can help your organisation to make sense of your customer journeys and customer touch-points. We can help you to identify unnecessary customer effort, complexity and pain points within your end-to-end customer experience. We can map your customer journeys at a high-level or in low-level detail to identify many opportunities for improvement. We can train your own operations team how to carry-out your own customer journey mapping workshops and the practical steps to run design thinking workshops to iterate and improve your own customer experience.

Designing your customer experiences will set you apart from your competitors and give you a sustainable edge over them. Resonation can help you to begin your service design journey or take you to the next level. Once you start adopting design thinking and using service design techniques in your organisation, you just won’t stop.