Posts Tagged ‘Ethnography

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Within a new project, we help a new client of ours to understand jobseekers' challenges and views across the whole application process (from looking for potential employers, to creating a CV and cover letter, to interviewing) in different European countries. Our client is an online business that helps people to successfully find, apply and interview for jobs. From our empirical insights, we will derive recommendations to improve the customer experience and expanding our product offering of our client.

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We have successfully completed an ethnographic research and customer journey project for TUEV NORD Mobility. Together with representatives from our client, we created 3 future state journeys, came up with 10 new concepts, 56 ideas and a lot of newly discovered or reformulated challenges for digitization and organizational development. Adding on to the promised results we also delivered two executive posters, one summing up the key insights and the other one providing an overview of the current customer journey and three future state journeys for different personas. We thank our client representatives for the excellent cooperation!

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For one of the major German providers of technical services and testing, we review the customer journey of its most important business customers. A combination of journey mapping, ethnographic field research in car dealerships and workshops, and co-creation will provide the insights and a baseline to create the future state journey. Together we are also setting new priorities for upcoming digitization projects, marketing efforts and strategy.

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