As a customer experience and innovation specialist, I go through a thorough primary and secondary research and through design thinking tools, I analyse the customer journey of your clients, identify pain-points and improvements that can take place, and create innovative solutions to enhance your customer experience.
Learn more about what I can offer and the tools I am comfortable using on the Tools and Offerings page.
Most of the projects I work on are based on the double diamond design thinking process that allows designers to diverge and converge, looking at every project holistically.
It gives a great structure to projects allowing designers to set a well-defined timeframe. Principles that my team and I (and many other designers) always follow in such projects:
- People first – understanding the users.
- Communicating visually and inclusively – using design thinking tools, we visually portray pain-points, findings, insights and ideas.
- Co-creating – making sure at all times that what we are building targets your customers.
- Constantly iterating – Do this to spot errors early, avoid risk and build confidence in your ideas.
I have worked on several projects, with diverse clients and numerous methodologies. Some of the customer experience and innovation projects include Hilti, Aiudo, Fjord, Triodos Bank. Others are not displayed here mainly due to confidentiality pre-agreed with the clients.
Take a look at customer experience and innovation projects I worked on below.
- Aiudo | Innovation of Customer ExperienceHow might we improve the CX of Aiudo´s patients and caregivers? A design thinking approach with customer-centric, innovative solutions.
- Fjord | Innovation of the well-being of the aging populationWhat can we create to tackle the issue of high increase in ageing population within the topic of “well-being”? A design thinking approach with customer-centric, innovative solutions.
- Hilti | Increase the retention rate through CXHow might we increase the retention rate of Hilti’s clients? A design thinking approach with customer-centric, innovative solutions.