- Service design
Service design
Service design helps organisations innovate by understanding the changing needs of their customers and building an organisation that is capable of developing products and services people love to use. - Our clients
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The faces and vision of Koos - Academy
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Customer Journey Mapping
Map all contact moments from the customer’s point of view
The link between customer and organisation
The customer journey map provides insight into the total experience of the customer, including every phase the customer goes through and all the contact moments he has with the organisation. With the help of the customer journey, peak moments and opportunities within the current service are being identified. The customer journey is used during the exploration phase but can also be useful to elaborate certain concepts.
The customer journey helped us optimising our sales and service processes.
From the current customer journey to a desired customer journey
As soon as you know what your current customer journey(s) looks like, you can start to improve it. In order to do so, you need to have a strong vision from the brand’s perspective. That’s because your offering of products and services not only needs to fulfil the needs of your customer, but it also has to fit your organisation. And it has to stand out from competition of course.
To design the desired customer journey, we start with formulating ‘experience principles’. These are principles to which your customer journey has to live up. These principles form the basis to design your improved customer journey and make sure you end up with a differentiated, consistent journey that fits both your customer and your brand.