Experience Audit

Our Experience Audit is a collaborative process in which our team works with you to gain a better understanding of customers’ needs and pain points. It's a great way of breaking down information silos and getting different departments to collaborate and co-create solutions. Realizing how your customers view and value your products and services, along with the overall experience, can be an eye-opening event to jump-start initiatives that will ultimately lead to happier customers - and improved business.

We've successfully used Experience Audit as a starting point to help our clients answer some of the questions they started with, here is how Experience Audit can help:

• I believe our product or service should be performing better than it really is, what is the problem?

Seeing the full picture will help you spot where the shortcomings lie and why the product/service is underperforming. Understanding how your customers really see and value your products and services allows you to not only understand what needs to be improved, but also makes forecasting more accurate.

• I don’t know where to start with creating a new product or service.

The Experience Audit report will provide Actionable Insights as to where gaps exist in the customer experience. These can be turned into product or service innovations that your customers will value.

• I don’t know which innovation project should be prioritized, which ones have the highest potential for returns?

Knowing which touch-points are the most important to your customers allow you to prioritize and focus resources on the right projects.

• How can I convince my boss that I have the right innovation idea (product/ service/ opportunity)?

Having an Experience Audit Report – including the Customer Journey map - is a great way of showing where improvements need to be made and why. Those reports can be used as leveraging tools with decision makers to get budget, or go-ahead, to implement your idea.

• How can I motivate my team to come up with great ideas and work on a common goal? 

The collaborative experience of the Experience Audit – allows all departments involved to align. Having a common-goal allows everyone to come up with ideas to fix any pain-points. Resulting in a better customer experience that can create higher value for everyone.

There is no right or wrong time to run an Experience Audit, it can be valuable at any stage of your current innovation and improvement initiatives, it may even give you the necessary justification why investment is needed in certain areas.

We can show you specific examples of how we helped our clients answer these questions in the past. Contact us if you’d like to find out more.