The Bigger Picture.
Behind every screen that we design, develop or market, there is a human being. It's time to focus on them even more consistently. But unlike user experience design, which is dedicated to smooth human-application interactions, customer experience is about more. Because it's about the entire experience - it's about all encounters between people and products or services. So customer experience design is holistic. That means we look at the interaction of all (digital) touchpoints: From the ad to the service chatbot in the app. And even if different touchpoints have different objectives and characteristics - somehow everything has to be harmonious; breaks and inconsistencies have to be avoided. That's why we create CX concepts that accompany interdisciplinary implementation in all project phases.
People's expectations towards digital experiences are growing. It is no longer enough to define and roll out a few measures. Customer loyalty must be created through experiences that satisfy people's basic needs. First and foremost, belonging and meaningfulness. That's why we listen to the spirit of the moment, align ourselves with best practices - and help implement the perfect customer experience.
In CX design, we take a close look at the customer journey(s) and recreate the feeling. After all, we want to connect multiple touchpoints in a coherent story. In this way, we can help to align the experiences: depending on the touchpoint, target group and phase in the customer journey. Very important: for us, the journey is not a linear process, but a circular one; not a one-way reaction, but a two-way interaction. And that's exactly what we illustrate in our customer journey mapping and customer guidance concepts.
Good CX design is when initial encounters grow into long-term relationships. When a company has convinced people of its brand and its experience over the long run. But even then, the work continues. Because there is always a need to learn from data and feedback and to continue. So we help you respond to feedback, trends and developments - and of course remain true to yourself as a brand.
A customer experience is not something you design once and then that's it. It is rather an attitude that puts people in the spotlight of attention. In design, business, development and marketing decisions. Addressing CX as a separate topic helps to raise awareness for the consumer over and over again. This may already be self-evident for some, but there's always room for improvement, right?