Together, we analyzed key customer insights of the last few months, and how these connect to their overarching goals and KPIs. Our research team followed up with a root cause analysis of the key customer insights, identifying the (often unconscious) drivers and blockers of customer behavior.
We then designed intervention ideas based on the underlying drivers and blockers of customer behavior, that could be easily tested and measured. During the strategic session, we mapped the intervention ideas over different phases of the customer journey, aimed at:
- removing friction from the customer experience
- facilitating product orientation, navigation, and choosing
- increasing agency, leaving the customer in control
- motivating and reassuring purchasing decisions