How can you effectively map customer journeys which capture customer and employees’ emotional needs to ultimately develop experiences people love?
A large insurer wanted to understand the moments that matter in a long and complex journey.
Sprout was commissioned to undertake a large-scale project to map the journey as experienced today from the perspective of customers and employees. We were also able to help them understand the emotional drivers and needs of each group to develop robust recommendations for an improved journey in the future.
A combination of behavioural immersions, quantitative research, CX strategy and service design methodologies have provided the organisation with a clear roadmap for the future.
The business is currently the moments that matter to develop new services, products and communications. The findings were used for strategic planning.