Retail department store
Service Design lead
USER CENTRIC Research outputs
Empathy maps - based on formative customer interviews.
Jobs pains and gains sorting of research data points
Experience mapping - plotting what customers are doing, feeling and thinking.
The non-linear ecosystem of what people are doing in this space
Emotions swimlane
Personas
Key insights - for sharing with stakeholders
Proposition explorations and development
‘How Might We’ team workshop
Experience principles workshop - based on customer needs, to assure ‘what good looks like’ and consistency across experience touchpoints and channels.
Prioritisation of opportunities exercise with the buying team.
Proposition business model canvas and assumptions. Feasibility, viability and desirability. What evidence do we currently have? What unknowns are important to test?
Story mapping - high level plotting to gather what factors we know of so far that would contribute to customer stories of the end-2-end service