Customer Experience Design

What is Customer Experience Design?

Especially in displacement markets and fast-moving markets, a profound understanding of the customer is essential. But a customer-centric perspective is also crucial for the development of new products and services. Customer Experience Design focuses on the different customer groups, their needs and motives, expectations, wishes and points of contact with the company. The goal is to ensure an unforgettable service experience, more loyalty, as well as an emotional brand connection.

Customer Experience Design is part of our KEY VALUES Agile Circle – a “scalable infrastructure” that develops competencies in a targeted and needs-oriented way and in which appreciation, individual learning and value propositions are thought of in a new and different way and implemented concretely.

What does Customer Experience Design entail?

Within Customer Experience Design, a number of instruments and tools are used to create a better understanding of the customer. Here is a selection of the tools taught in the training:

• Customer Insights
• Customer Experience Map
• Customer Journeys
• GEMBA-Studies
• Customer Process Analysis
• Personas
• Empathy Map
• …

What are the advantages of Customer Experience Design?

Basically, companies that use Customer Experience Design act closer to the market and the customer. Therefore, they can develop and offer products, services and solutions with a better fit. The advantages are manifold, here are some examples:

• Higher customer satisfaction and loyalty
• Better recommendation rates (net promoter score)
• Lower acquisition costs per customer
• Higher brand loyalty and identification
• More up-selling and cross-selling potential