The Problem
UNCLEAR VISION AND UNMET EXPECTATIONS
Our customer is a local success story. Through a reputation for quality and service, they have experienced unprecedented growth over the last 2 years, but with unprecedented growth comes issues with scale, service design and delivery and customer experience. Significant administration time is consumed developing business and helping customers clarify their vision; therefore, meeting expectations can become difficult. In framing their design challenge, we asked:
- How might our client inspire their customers, create confidence and clarity on their design and cost?
- How might our client utilize the customer solution to know what the customer wants and generate leads?
The Solution
VISUALISER TOOL WITH AUTOMATED WORKFLOW
We led a combination of customer experience service design workshops and IT development. This enabled us to gather customers lived experiences before developing an IT solution. This helped their customers to build a vision of their own garden and manage cost expectations, while also increasing revenue and reducing administration and effort for our clients. To do this we:
Defined the important problems
- Identified break points in the customer journeys & synthesized the insights from labs and journey maps
- Certified the truest and highest priority needs that drove customer and business value
Ideated for innovative solutions
- Brainstorm sessions and rapid prototype sessions were held
- Worked out which features of the solution meant most through customers labs
Prototyped the solutions
- Developed the wire frame of the solution and the first working prototype
- Tested and modified iterations until we got it right
The Outcomes
CLEARER VISIONS AND FASTER PURCHASES
End Customers
- Improved confidence and clear vision
- Trust around cost and quality
- Ease of purchase
- Superior customer experiences
For Our Client
- Increased leads from web tool through automated workflow
- Improved & increased sales conversations (warmer sales)
- Increased average spends
- Decrease in administration & business development effort
- Decreased wastage and errors caused by unclear vision and plan
- The potential to build a new service channel and garden design service