Identifying service pain points to decrease customer churn
Produced whilst with the team at Tigerspike
Role
Project lead
Research
Service Design
Team
🙍🏼♂️Business analyst
🙎🏻Producer
Vetshare was losing customers and wasn't sure why. The six week research project identified key pain points within the customer experience and resulted in a 3 year strategic roadmap for the veterinarian wholesaler.
An initial stakeholder workshop with board members identified previous efforts, risks and project objectives. Collaboratively produced personas and a high level customer journey established the company’s understanding of their customers and helped build the customer interview discussion guide.
22 interviews were conducted with rural and metro practices across the east coast of Australia. Findings were themed and insights extracted, resulting in an as-is customer journey. Digital and non-digital opportunities were prioritised with the client in the development of the strategic roadmap.
Outputs
As-is customer journey map
Prioritised opportunity areas
Implementation roadmap
Process
Kickoff workshop
Contextual interviews
Synthesis
Opportunity area identification
Playback workshop
Understanding how inventory levels are managed
Synthesis wall
As-is Customer Journey