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Customer experience optimalisation for consultancy
Design Discipline
Service Design
Date
January 2023
Employer
Achilles Design
My role as a Designer
Collecting insights from the experiences of design colleagues and translating the insights in a comprehensive visual representation.
Starting a taskforce to tackle the highest priority problems.
Impact of the project
Making every colleague understand how the company works and what effect their actions have on the customer experience.
I worked together with a colleague on a project to optimize and bring Achilles Design its CX to the next level. We build with a customer journeys of our own client services, tested the hypothesis with seniors designers from Achilles Design and afterwards build a thorough client feedback system to validate our assumptions with our clients. Parallel with validating our customer journeys with the client, we created an CX team within Achilles Design to implement, test and evaluate the changes made to our customer service.
