Mobile First

From Customer Experience to MVP

Customer Experience Lifecycle Discovery  +   Ideation Workshops  +   Branding & Concept  +  User Testing + MVP
This client aspire to become the UK’s digital leader for tax-free savings, launching with a price led proposition, followed by a goals driven personalised offering while growing liabilities at a lower cost to serve. .
  • Confidential
  • CX, UX & Agile
  • 2020

Product Design Strategy

01.

Co-Create Your Digital Future

Create Alignment, Confidence, and Clear Decisions for Customer Experiences.

02.

Design End-to-End Experiences

Discover Untapped Customer Needs, Turn Human-Centered Insights Into Viable Solutions.

03.

Drive Rapid Innovation Impact

Leverage Design + Platform expertise, Innovate Across Clouds.

Design Process:

It was a 100% remote engagement and by focusing on human-centric design, Salesforce Experience Design team helped this customer develop new capabilities, maximize the value of the platform and strategically co-create their digital future. The result was an end-to-end customer experience of the core persona highlighting the vision and the ability for the end-client self-serve at relevant stages of the CX lifecycle: Awareness, Consideration, Registration, Apply, Onboarding, Engage, Advocacy, Account Close and Re-engage .

01
Discovery

Stakeholder Interviews, User Interviews and Demo, Data Gathering. Tools: Miro, Google Hangouts

02
Define

Workshops, Problem Statement, Personas, CX Journey Mappings.
Tools: Post-Its, Miro, Spreadsheets.

03
Develop

High Fidelity Prototypes, User Testing Sessions, Iterations.
Tools: SketchApp, InVision, Google Hangouts.

04
Deliver

Usability Test Report, User Story Mapping, Design Specifications.
Tools: Tableau, InVision, Miro, Spreadsheets.

  • Problem Statement

    Using Miro to define it

  • Empathy Mapping

    Exploring Personas

  • CX Journey

    E2E CX Journey Mapping

  • Priority Matrix

    CX touch points Priority Matrix

  • Marketing Cloud

    Internal Marketing Manager

  • Journeys Starts

    From Instagram to a dream

  • Chatbot

    The Roles of Chat Bot

  • Chatbot

    Chatbot in action

That’s what we want and how long will it take it to get it to that full richness? It is exactly how I envisioned it! Absolutely spot on!"

-Bank CEO

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