© HOOKS Strategy & Innovation Design Services, 2020

CUSTOMER EXPERIENCE CREATION

Whether it is physical, digital or "phygital", the world we navigate into requests to understand user's journey while purchasing or living an experience. HOOKS helps you to understand what works, what does not, what matters or what is not relevant. We create engaging stories to increase customer satisfaction and address their needs for differentiation while making their experience unique.

PROJECT FRAMEWORK

ACTIVITIES EXAMPLE

  • Preliminary research and interviews

  • Environment analysis

  • User profiling

  • Use case definition 

  • Workshop facilitation including Persona, Empathy map, User journey map, ideation, prototyping and test

  • Product backlog 

  • Deliverable Acceptance Report

  • Sprints facilitation

  • Implementation

AREA OF APPLICATION

  • Digital services - Entertainment

  • oPatient journey - Healthcare

  • Promotion strategy – FMCG

  • User ecosystem priorities – Transportation & Mobility

  • Emotional connection – Retail & Hospitality

  • Visitor journey - Event

TYPE OF ROLE

SUBJECT MATTER EXPERT

  • Part of the PMO 

  • Activity report and results evaluation 

PROJECT LEADER

  • End to end process management

  • From Strategy to implementation

Our references

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