MOVING JOURNEY
Industry
Energy
Client
Leading Energy Joint-Venture
Challenge
How can we improve the moving experience which is also seen as starting a new life?
Methods
Design Thinking
Ethnographic Research
Corporate Empathy
Value Proposition Design
Business Design
Prototype Design
Agile Implementation
Customer Journey
In-Project Workshops
• Kick-off and Alignment Workshop
• Design Thinking / Ideation Workshop
• Idea Prioritization Workshop
• Experimentation Workshop
• Customer Journey Design Workshop
Project In A Nutshell
• Led by the Company’s Customer Experience Unit
• Stakeholders included
- Innovation
- Branch Offices
- IT Unit
- Marketing
- Support Functions
• Corporate Empathy
- 30 in depth interviews
• Synthesis
- 8 Dimensions of Moving Journey
• 10 Weeks Acceleration Program
• Design Thinking / Ideation Workshop
- 30+ participants
- 6 Categories
- 3 concepts 55 ideas
• Validated with a digital prototype
• Experimentation
- 2 types of experimentation (Landing page, Customer Interviews)
- 5 different assumptions tested
• Implementation
- Promotion and demonstration in 3 branches
- 30+ new moving operations