Experience blueprint

Before you build a house you need a blueprint and the same is true of your customer experience. You need a blueprint to act as a guide before you can create it and this is where we come in. An experience blueprint provides you with all the data, insight and expert recommendations you need to create a successful customer experience across all your service channels.

We conduct quantitative and qualitative research of your target market and then run workshops with both you and your customers to discuss the research findings. This is a great opportunity to get feedback from end users and for stakeholders to get involved with research at a customer level.

The final stage of the experience blueprint involves the delivery of advice and recommendations. We bring the research to life and translate the research findings into something meaningful. This includes customer journey maps and conclusions on how you should engage with your customers. All businesses are different and as a result the constituent elements of an experience blueprint differ greatly between companies. Here are some examples of the information in the final blueprint:

• All of the relevant findings from the research. List of user requirements presented in a structured and prioritised format.
• Competitor inventory on what your key competitors are offering.
• A full set of personas that describes the profile of the audience segment, its goals and how you can best serve its needs.
• Scenarios that describe how the personas will interact with your brand across all your service channels. These are visual depictions of the customer journeys that need to be supported by your business.
• Business cases. These are descriptions of the expected business benefits of delivering against the user requirements we have identified. We will model various outcomes where appropriate to help you understand the cost/benefit trade-offs of key decisions. You will receive recommendations that establish linkages between core customer-related improvements and business metrics.

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