Partou was redefining their objectives and wanted to establish an online and offline business strategy for the coming years. Their request to us was to map out the two primary customer journeys and to highlight where, in the long and short term, the most opportunities lay for Partou to respond to their needs.

I organized a number of internal sessions, during which I guided various internal stakeholders in defining their goals, visions and own experiences. Here we have set out the most important steps, their own advantages and disadvantages and learning points, and we have finally arrived at a value-effort map containing the most important future steps.

To arrive at the customer journey map, I used in-depth interviews, guerilla user tests of the current website, user statistics and previous surveys. In addition to a customer journey map, I also prepared an expert review containing the most important learning points and advice for their future online strategy.

Output:

• Recorded interviews
• Customer journey maps BSO and KDV journeys
• Expert review
• Various workshops and sessions