- Our client - a global financial services company - had identified their target segments for individual markets but the customer journey mapping was developed for general customers and lacked understanding around the similarities and differences between the 3 target customer segments and their perception about their ideal customer journey.
- The objective of the DevShop was to discuss and prioritize the opportunities surfaced through 40 in-depth interviews with customers across Canada and leverage insights to better equip advisors to serve business owners.
- This led to the creation of a tear-out action plan document that was then socialized across the organization.