Customer experience research

In this project, my focus was to highlight the customer experience of a new service delivered by the bank. I started understanding who the users were and how they interact with the bank. I represented every step of the journey from when users are running price comparisons, to when users try the product, to when users may resort to customer service if their needs aren’t met. I explored every touch point to understand possible problems for the users.

Project customer experience research

Skills customer journey, personas

Client Banca Mediolanum

Year 2016

DAY IN THE LIFE
day in the life

TOUCH POINTS ANALYSIS

touchPointBog
sparetime
PERSONAS
personas_b
personas_a
personas3