Creating a unified experience
The six week project led to a great amount of results varying from small improvements to steps that have major impact. The platform’s biggest potential is in the conversation it starts between CTT and the customer. Growing a relationship that will put the user in control.
As always, the challenge lies in the continuation of the project. Our holistic approach brought out solutions that can’t be realised by one department alone. A service is the total sum of every single touchpoint created by all the different departments. In order to create a unified experience, a company needs to be unified.
Due to a ruthless customer first approach a Service Design project is able to break through existing silos. Pointing out missing links in an organisation along the way. Thereafter, UX prototypes help unify by giving tangible solutions to pursue together. Next, implementation is strengthened by the handover to the key employees of CTT who actively participated in the project and followed our training. Leaving them with the right skills, methodologies and a long term goal to guide the different departments of CTT to work together in a customer centric way.
Combining Service Design with UX makes sure company conventions are replaced by in depth customer needs. Guarding us from designing the right thing, instead of designing the thing right.
Want to know more about the case, the process or us. Come visit Koos in Amsterdam or Lisbon for a cup of coffee.
Thanks to Kasper, Emilie & Serena for the awesome work on the project.