The Customer Experience process is straight-forward and flexible. Some variations with steps and/or timing are dependent on specific project needs. Digital and global content strategy processes differ slightly; digital strategy recommendations are specific to digital contact points. Global content typically begins with an audit, followed by analysis and recommendations based on project, brand and goals.

Engaging Customer Experience and Strategy disciplines early in any project phase is ideal to maximize efficiencies, prevent off-brand outcomes, inconsistent messaging and ensure customer-centric designs.

Step One – DISCOVERY  
Review all brand materials, consumer research, business requirements, stakeholder goals, customer interviews, etc.
Synthesize all learnings
Identify all inconsistencies

Step Two – ANALYSIS 
Map findings to established brand positioning & business goals
Update Stakeholder(s) on findings / gather additional insight

Step Three – RECOMMENDATIONS 
Develop relevant, actionable recommendations for each contact point
Author an overarching Customer Experience Strategy document identifying findings & issues which drive recommendations
Informal client review & editing
Final Presentation

6 & 12 Month Follow Up Analysis
Analyze metrics, KPIs, gather feedback and identify what works, what needs fine-tuning and what should be removed. Launch & Leave is never optimal