The Challenge
The client finds itself in a market environment with a comparatively low level of digitization. While some of the competition has recently made significant moves to digitize their digital customer journey, the client has only started with their first initiatives. In order to understand what to invest in and improve next, the client first wants to identify the biggest weak spots in their customer journey, especially in comparison to their direct competitors.
Development of a clear understanding on the various improvement areas within the client’s digital customer journey.
The Approach
Our approach was to benchmark the client’s website as well as their competitors’ websites using our customized benchmarking framework. We benchmarked all the websites “outside-in,” meaning from a customer perspective. In addition to the quantified results obtained from the benchmarking tool, we provided the client with qualitative industry and non-industry best practices.
Assessing the status-quo of the client’s digital customer journey in comparison to the client’s direct competition.
The Result
The client received a prioritized list of topics that needed improvement. We also provided quick wins, along with long-term objectives that would significantly enhance the customer experience on the website. Based on our research, the client was able to gain a clear understanding of the current weak points of their customer journey and in what areas their competition is considerably stronger in terms of UX/UI.
Let’s create sustainable change together.
