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Customer
Experience π
Every interaction is an opportunity to generate an impression and improve customer engagement. Our Customer Experience sprint ensures critical touch points and user flows are frictionless, and optimised for maximum performance.
Our Customer Experience framework focuses on identifying and correcting friction points, tailoring personalised journeys based on data-backed insights, and building relevant experiences.
This framework is ideal when:
Framework key methods:
Framework deliverables:
Our two-week sprint helps to define a qualified roadmap and backlog of experiments that allow you to prioritise your approach to proactively and continuously improve your customers' experience.
For more information about our Customer Experience framework please complete the form below
![](https://cdn.sanity.io/images/2yundn6y/production/66ca36dfc1e9fa2ecca9a6511c42faf930f905b1-2880x2016.jpg?auto=format&fit=crop&dpr=1&q=80&w=2880&h=2016&width=2880&height=2016)
![Built builders merchant branded self-service counter being used by two men to purchase a product](https://cdn.sanity.io/images/2yundn6y/production/68e9d71b57a6936513af74aa7e7712092eafdf8f-3840x2706.png?auto=format&fit=crop&dpr=1&q=80&w=3840&h=2706&width=3840&height=2706)
Successful examples of Customer Experience
- Growing worldwide market share by 27.3%
- Achieving user growth of 1.1m in 6-months
- 37 critical UX recommendations identified
- Growing worldwide market share by 27.3%
- Achieving user growth of 1.1m in 6-months
- 37 critical UX recommendations identified
- Growing worldwide market share by 27.3%
- Achieving user growth of 1.1m in 6-months
- 37 critical UX recommendations identified
- Growing worldwide market share by 27.3%
- Achieving user growth of 1.1m in 6-months
- 37 critical UX recommendations identified
![Customer journey map created by interviewing Viator app users](https://cdn.sanity.io/images/2yundn6y/production/68b991dd21607ae7242b82efab6af96d2493e180-3840x2706.png?auto=format&fit=crop&dpr=1&q=80&w=3840&h=2706&width=3840&height=2706)
Viator
Research and validation for a leading travel app
- +Β£1.03m in monthly lend
- +102% in lead acquisition QoQ
- ROI of ~+10.6% per Β£1K
- +Β£1.03m in monthly lend
- +102% in lead acquisition QoQ
- ROI of ~+10.6% per Β£1K
- +Β£1.03m in monthly lend
- +102% in lead acquisition QoQ
- ROI of ~+10.6% per Β£1K
- +Β£1.03m in monthly lend
- +102% in lead acquisition QoQ
- ROI of ~+10.6% per Β£1K
![](https://cdn.sanity.io/images/2yundn6y/production/43a4663fe181eb4c272a54070ebedb7bca7fa67d-1921x1344.jpg?auto=format&fit=crop&dpr=1&q=80&w=1921&h=1344&width=1921&height=1344)
BNP Paribas
Marketing, UX and customer experience optimisation
- Β£1m cash-based pilot business in 1 year with 1 branch
- QoQ trade with 2 branches taking as much cash as 14 TP branches
- Β£1m cash-based pilot business in 1 year with 1 branch
- QoQ trade with 2 branches taking as much cash as 14 TP branches
- Β£1m cash-based pilot business in 1 year with 1 branch
- QoQ trade with 2 branches taking as much cash as 14 TP branches
- Β£1m cash-based pilot business in 1 year with 1 branch
- QoQ trade with 2 branches taking as much cash as 14 TP branches
![A warehouse main entrance photo of the Built builders merchant](https://cdn.sanity.io/images/2yundn6y/production/880131ca264de5ea0dd40d13d5726bb3c45fd718-3840x2706.png?auto=format&fit=crop&dpr=1&q=80&w=3840&h=2706&width=3840&height=2706)
BUILT/
A better builder's warehouse built from the ground up
- 2.5 year relationship
- 3 core journeys
- 1000+ participants & customers contributing to testing
- 2.5 year relationship
- 3 core journeys
- 1000+ participants & customers contributing to testing
- 2.5 year relationship
- 3 core journeys
- 1000+ participants & customers contributing to testing
- 2.5 year relationship
- 3 core journeys
- 1000+ participants & customers contributing to testing
![An image of two hands holding a phone in front of the desk. The phone shows the homepage of the Hastings direct app.](https://cdn.sanity.io/images/2yundn6y/production/3c0d4278d0343e32e692166ead11cfa6dc2b1244-1920x1353.jpg?auto=format&fit=crop&dpr=1&q=80&w=1920&h=1353&width=1920&height=1353)
Hastings Direct
Digital transformation for the UKβs biggest digital insurer
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