We Improve the way businesses sell products to customers by focusing on customers' needs and journeys.
We Create services and products that meet customers' unmet needs so businesses can secure growth.
Service creation and Improvement
This is Service Design
Private Client
Changing the way people interact with a service by designing the touch-points on interactions and improving the product journey from idea to the end-user.
User journey mapping based on user research
This is Service Innovation
2UGROCER
Designing An Enticing Digital Journey Mapping For Mismaar Service.
Experience Design
Mismaar
KaizenX worked on the current prototype of Mismaar’s App to document the users’ journey, their feelings, and pain points along the journey. Moreover, we focused on the missing opportunities and how we can offer value to the user in every step the user takes.
The main goal to document the current user journey is to improve the user journey and build an easy, accessible usable journey where the user trusts the service and becomes an advocate.
The second goal is to understand the feeling of the users and work to harness these feelings and directed towards a positive emotional journey of excitement and connivance.
Opportunities Presented;
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Open the app with an enticing message, selling the ease of use and the steps the user will be taking to get the job done.
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Present the service offering and the expertise included to allow the user to understand who are the contractors engaged with Mismaar service.
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Allow the user to select the date on which the task will start.
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Design a query system, where the contractor will get more information from the user.
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Offer users ways to get the best offers from contractors.
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Allow users to rate the service.
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Offer users assurance on the service.
MISMAAR HIGH END IMPLEMENTED JOURNEY MAP
OUTCOME
Building an experience based on the 5’E strategy. Providing emotional experience to achieve a high level of engagement and sustain the relationship with users.
KaizenX has transformed the existing journey map of Mismaar into a journey full of excitement, engagement, and extension.
HOW WE DID IT
We applied the Design Thinking Process to empathize with users and understand their needs. Define what are the pinpoints and the problems in the journey and ideate for solutions. Creating low fidelity wire-framing to get it tested and start crafting the new journey based on the 5’E strategy.
Customer Experience Design
FOODWORKS
Foodworks is unsure how to retain customers during the COVID-19 crisis to maintain revenue?
How might we utilize the customer experience to
drive ongoing revenue past the COVID 19 crisis?
We apply brainstorming methods to answer and ideate solutions for such questions.
We co-create and ideate with calibres that they are the leaders in the industry as well as some fresh minds to bring different ideas to the table, to think outside of the box, to advocate for customers' needs.
Our Brainstorming session usually runs for 1 hour, using Tools as Miro and Mural.
Following the stage of brainstorming, we find enormous ideas on the board so what to do next?
Rate Ideas
We organize ideas by categories and then we ask participants to rate the best ideas in each category.
Business' Challenges
In the discovery phase, focus on understanding the business challenges and capabilities.
There are couples of reasons why should focus on understanding the business challenges before selecting an idea ;
- Understand if the business is capable to execute the solution we selected for them
- Understand what areas are mostly affecting the customer experiences.
- Understand the customer journey and touchpoints against those challenges.
Customer Experience Touchpoints
Understanding business challenges provide us with a clear understanding of the touchpoints and business channels that are affecting the customer experience.
Hence, the next step is to ideate and brainstorm for solutions on how to improve and solve problems on those touch-points,
Customer Experience Goals
But what is the experience goals?
When creating a customer experience strategy, we must work toward a goal. To measure our strategy success. These goals could be; more revenue stream, customer satisfaction, improving your business net promotor score. etc.
To achieve these goals we work through different channels. We design each channel to be sustainable and can be measured and tracked.
SOLUTION
Foodworks Connect Platform
We delivered the FoodWorks community catchup networking initiative.
This offers customers a sense of community and a voice for their future experience
How Will We Measure Success ?
The customer experience's goal is to increase customer satisfaction .
we will be measuring the sales per sqm, sales growth, and revenue and customer retention
Strategy Design
Organization Design is a process for shaping the way organization operates, to help you to pursue strategies and meet goals. It involves setting up structures and systems, as well as helping people to adapt to new ways of working. The first phase of setting organizational structure is to set the vision, mission, values, and strategies.
KaizenX with its partner Robert Sayegh has co-created the vision, mission, values and strategies of Ideaapies
Developing a vision and mission statement is crucial to the success of community initiatives. These statements explain IdeaSpeis aspirations in a concise manner, help IdeaSpeis organization focus on what is really important, and provide a basis for developing other aspects of your strategic plan.
HOW WE DID IT
Appling The Golden Circle is a concept developed by Simon Sinek who says, “people don't buy what you do, they buy why you do it.”
We need to understand Wy IdeaSpeis Exist ' Vision ', How they are going to achieve their reason of existence which in that case will represent their ' Mission ', and what they are going to offer to their audience, what the organization will represent, which represent their "Strategy'.
User Research
HOSPITALITY& TOURISM
The down falling that businesses, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is enough to let us redesign business models & customer experiences in response to any upcoming pandemic situation.
Many businesses within the last month have taken precautious & procedures, many have assessed the situation and found that closing the business for some time will reduce the risk and expenses. However, many of these businesses abandon the key element in this situation which is
“ customer needs ’
The unexpected events, procedures, and governments’ emergency response plans have put businesses in a response situation. While many people out there believe that they have the right to still live a normal daily life, while following social distance enforcement, many others are in panic and prepared a lockdown from day one.
And the big question that has risen and surely has been discussed at every business following Covid-19 outbreak ;
““How we can deliver and proceed with our services, and keep the business’s ROI alive in the current situation?
To answer that question we have sat Qualitative research, the main goal of the research was to come up with a covid-19 response customer journey maps for restaurants.
+ 23 Participants
RESEARCH METHODS
WHAT WE WERE LOOKING FOR
Research Outcome
The research helped us to define customers' persons for the pandemic situation. By creating empathy maps we were able to map the current journey map for customers and design a new journey map that will benefit both sides (business owners & customer )
Personas
Empathy map
Current journey map
Designed journey map
Mind Mapping
Personas
Customer Experience Mapping
