Identifying Opportunities To Delight Throughout The Customer Journey
Through field research with interviews and observations, our team identified key drivers of customer satisfaction throughout the portrait process. By mapping the end-to-end customer journey, from advertising to initial contact through studio session and digital portrait delivery, our team developed an understanding of the current state, including pain points and opportunities to improve the experience.
Designing The Optimal Cross-Channel Customer Experience
Equipped with information about the current state, we worked with the Portrait Innovations team to align their strategy with key moments of truth for customers. By helping internal staff connect with real customers’ experiences, we designed an ideal state that included recommendations to alleviate customer anxiety by improving preparation for the in-person session as well as increase revenue by enhancing post-session digital portrait delivery.