CX Strategy & Design

THE VISION

As a Chief Executive Officer, you realise that your company lacks market recognition, which is preventing you from attracting new customers and increasing sales. You want to drive revenue growth so your company stands out in a competitive market, leveraging CX design and customer engagement.

As a Chief Technology Officer, you want to establish omnichannel practices to provide a seamless customer experience across all platforms and integrate cutting-edge technology into customer experience design to create seamless interactions and personalised experiences.

As a Chief Marketing Officer, you engage your target audience through creative and immersive CX design, fostering loyalty and brand advocacy.

As the Head of Development, you plan to integrate artificial intelligence, machine learning and chatbots to create omnichannel experiences, use customer data to personalise their experience and create deeper relationships. One of your tasks is to track and analyse data, make informed decisions and optimise CX.

As the Head of Customer Service, you might need to enhance customer satisfaction and retention.

As the Head of Sales, you might seek to improve communication of product value.

As the Head of Customer Support, you might seek to reduce support ticket volumes and enhance issue resolution.

WHAT WE CAN DO FOR YOU

We offer a holistic approach that intertwines data and design. Our strengths lie in crafting transformative product and service experiences that are rooted in understanding customer behaviors and preferences. We align design operations with your business objectives, ensuring a harmonious blend of innovation and strategy. Our offering includes:

01. Comprehensive CX Strategy & Design

We use a variety of CX Strategy & Design methods to help you understand your customers, design better experiences, and measure the impact of their CX efforts.

02. In-Depth Customer Research

We conduct customer research to understand the needs, wants, pain points, and preferences of your customers. We use various methods, such as surveys, interviews, focus groups, and social media listening. This information helps us develop CX strategies aligned with your business goals.

03. Customer Journey Mapping

We can create for you customer' journey maps to visualise your customer experience from the customer's perspective. This helps us identify improvement opportunities at each touchpoint between customer and your company. We then work with you to develop a solution to improve your customer experience.

04. Building customer personas

We can create personas for different types of your customers to understand the needs and wants of different customer segments.

05. Creating Detailed Service Blueprints

We create service blueprints to map out your customer's experience in detail, from the customer's perspective. This helps us to identify areas where your customer experience can be improved. We then work with you to implement changes to improve the customer experience.

06. Customer Surveys and Testing Concepts

We use design thinking to develop innovative solutions to your customer's problems. We start by talking to your customers to understand their needs and pain points. We then use this information to develop various concepts for new products, services, or experiences. We then test the concepts with your customers to get feedback and make improvements.

07. Data-Driven Insights and Analytics

We use analytics to track your customer behaviour and identify trends. This information helps you to improve your customer experiences and make better business decisions. We work with you to set up analytics dashboards and to track key metrics related to CX.

08. Usability Testing

We conduct usability testing to test the usability of your products and services from the your customer's perspective to identify areas where a product or service is challenging to use or confusing. We then work with you to make improvements to the usability of your products and services.

09. A/B Testing

We use A/B testing to test different versions of your products, services, or marketing campaigns to see which one performs better with customers.

Customer Experience Strategy & Design

Here's how we helped our clients achieve their results. You can use filter below to simplify searching for most relevant case study for you and your business:

British Council

Our client, the British Council, needed to update its web portal to effectively promote English language tests. We solved the problem by offering a digital transformation of the portal, including user experience strategy and design, content optimization, and analytics implementation. The project involved user research, user experience and service design, portal development, website hosting setup, analytics integration, and full project lifecycle management.

Synergy FX

Our client, Synergy FX, a leading global forex broker, was looking for a solution to improve their online platform and enhance their customer experience. With a lack of functionality on their existing website and limited time to process data, Synergy FX turned to our team for help. We developed an innovative digital solution, including customised web page development, an improved interface and streamlined data processing. We utilised WordPress, jQuery, JavaScript, HTML5, CSS3, Salesforce and Pardot technologies to create a flexible and powerful online platform that provides transparency, convenience and high performance. As a result of our collaboration, Synergy FX has seen a significant increase in sales and improved overall performance, validating the success of our digital solution.

HubMarine

We helped our client, a marine transportation startup, to build an intuitive portal for boaters, marina operators and port authorities. With this solution, the client can plan operational activities of the marina, perform validation of the boat parameters, permits, and sailing history. The implementation of sensors allows for berth allocation and a custom AI algorithm manages pricing based on weather, facilities on offer, historical occupancy and nearby events. This POC demonstrates the potential of IoT and AI to modernise marina operations.

Dental Health

Our client, a service provider in the dental healthcare space, has benefited from the upgrade of a dependable, modular, and adaptable platform to assist orthodontists. The platform swiftly processes images by integrating AI and digital transformation into dental care practices, generating analytical reports within seconds. It facilitates the markup of reference points on X-ray images, assisting in planning medical intervention procedures.

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CONTACT US

Get in touch with us to discuss price for your future project. Use the form below or send us an e-mail to info@computools.com

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Computools was selected through an RFP process. They were shortlisted and selected from between 5 other suppliers. Computools has worked thoroughly and timely to solve all security issues and launch as agreed. Their expertise is impressive.

Mona Madbouly

Global Web Officer at British Council

INDUSTRY: Education Services LOCATION: United Kingdom

The Computools team was very rapidely operational despite the complexity of the situation and the need for the team to adapt to our development methodologies. The Computools team could also work very remotely with very good inter-communication with the SBFinance team ensuring good efficiency despite off-shoring.

Olivier Gazon

Managing Partner at Sustainable Base Finance

INDUSTRY: Banks LOCATION: Belgium

Computools are experts and act professionally, with lots of guidance on technical recommendations and with easy to understand explanations of what the technical choices mean and why one can be a better website than another. As a result, the development was completed on time and exceeded our expectations. The feedback from our customers was very positive and compared to our previous results we doubled our turnover.

Elie Manoukain

PM at Västerort/norrorts Trafikskola AB

INDUSTRY: Ground Transportation LOCATION: Sweden

CX STRATEGY & DESIGN APPROACH

01. GOAL SETTING

We develop understanding of your product idea, target audience and goals.

02. CREATING ICP PORTRAITS

We analyse your users, current and potential, their needs, and the context of how they use the product.

03. USER BEHAVIOUR RESEARCHING

We research how your users interact with similar products to discuss product differentiation ideas with you.

04. COMPETITOR PRODUCTS RESEARCHING

We analyse how your competitors are solving similar problems, so you communicate your strengths through marketing and technology.

05. BUILDING PRODUCT FRAMEWORKS

We summarise the findings using frameworks such as Product Canvas, and discuss the roadmap with you.

06. BUILDING PRODUCT ARCHITECTURE

We determine optimal architecture for product growth and scalability, and discuss pros and cons of technical decisions with you.

07. BUILDING PROTOTYPES

We build product prototypes and analyse user feedback, help you with A/B testing, and take the findings into consideration when planning development work.