• Customer journey map for Wapp showing how travellers think about and buy travel insurance
  • Collaborative workshop visualisation of the main Target Personas led by Glue for the Construction platform provider and client Eque2

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:

Conversion metrics are not where they need to be.
Improving customer satisfaction and engagement.
Identify and resolve friction points in the customer journey.
Personalising experiences to customer preferences and dynamics.
Remain competitive and saturated marketplace.
Building long-term customer loyalty and success.

Framework key methods:

Voice of the Customer Programme (VoC).
Competitor analysis and benchmarking.
Market comparison and performance analysis.
Task analysis and naturalistic observation study.
Customer journey mapping and service design evaluation.
Prioritisation workshop.

Framework deliverables:

A detailed and consolidated audit report, with qualified, actionable recommendations.
A comprehensive Miro Board detailing findings, ranging from a variety of methods.
An in-depth presentation, playing back the headline findings and justifications.
Problem statements, hypothesis creation, and How Might We? statements.
Artefacts including service blueprint, customer journey map, and personas.
Strategic experience roadmap that aligns with your commercial objectives.

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.

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

Viator

Research and validation for a leading travel app

  • +£1.03m in monthly lend
  • +102% in lead acquisition QoQ
  • ROI of ~+10.6% per £1K
  • +£1.03m in monthly lend
  • +102% in lead acquisition QoQ
  • ROI of ~+10.6% per £1K
  • +£1.03m in monthly lend
  • +102% in lead acquisition QoQ
  • ROI of ~+10.6% per £1K
  • +£1.03m in monthly lend
  • +102% in lead acquisition QoQ
  • ROI of ~+10.6% per £1K

BNP Paribas

Marketing, UX and customer experience optimisation

  • £1m cash-based pilot business in 1 year with 1 branch
  • QoQ trade with 2 branches taking as much cash as 14 TP branches
  • £1m cash-based pilot business in 1 year with 1 branch
  • QoQ trade with 2 branches taking as much cash as 14 TP branches
  • £1m cash-based pilot business in 1 year with 1 branch
  • QoQ trade with 2 branches taking as much cash as 14 TP branches
  • £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

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.

Hastings Direct

Digital transformation for the UK’s biggest digital insurer

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