Transform your Customer Experience
Transform your Customer Experience
No one team owns CX.
It is a truly cross-discipline endeavor that introduces unique challenges across team alignment, clear visioning, and consistency at every customer touchpoint. That’s where our Northstar visioning can set a foundation for success.
Our Northstar offering was designed to create a vision for your brand’s best-self through the lens of customer experience. We take a collaborative and customer-led approach that combines research, workshopping, prototyping, and testing to overcome the swirl that can exist with so many competing priorities at play, as well as de-risk future experience investments and keep the customer and their needs at the center of the experience.
Once a vision is established, we work closely to define a roadmap that prioritizes the elements of the experience that launch first – followed by ongoing testing, learning, and iterative launches that build towards the established vision. This step can also identify opportunities across performance marketing, brand, and public relations to reinforce a best-in-class experience that stays consistent across all touchpoints with the customer.
Learn more below about the steps that go into our process and how we can tailor our approach to your needs.
Empathize
We begin with in-depth stakeholder and user research to better understand the specific needs and pain points of your business and audience.
Define
Then we use our research findings to define the key audience needs, pain points, flows, and “moments that matter” within the current CX and audience journey.
Ideate
Next we use a “How Might We…” mindest to generate new ideas in close collaboration with your team and pick the best ones to bring into prototyping.
Prototype
We continue ideating into our prototyping phase, which focuses less on being perfect and more on iteration, learning, and building momentum alongside your team until viable solutions are found.
Test
In order to de-risk our ideas and ensure our prototype provides utility and value, it’s crucial that we put it into the hands of actual audiences to test, learn, and refine.
Prioritize & Roadmap
Finally, we work with you and your stakeholders to prioritize the MVP experience requirements and roadmap the longer term features & functionality.
MVP Launch
In the next phase, we create and define the design system, templates, and components for the MVP experience and provide annotated documentation for development handoff.
We have accomplished a tremendous amount of change with headwinds in all directions that could not have been done without A&G’s thoughtful work, willingness to listen and adapt, and due diligence.
Want to Learn More?
Want to learn more about the Northstar Vision and our approach to building award-winning customer experiences? Contact us today to schedule a quick 15-minute chat with our CX team.