Page 16 - MDS final deliverable
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OVERVIEW OF CUSTOMER INSIGHTS
Key anecdotes and data points were identified, which included quotes, stories and statements of significance that delivered insights into the participants’ journey. These provided a holistic understanding of the participant’s and families’ customer experience, offering new perspectives about what is important to them. The result was ten significant customer insights.
Insights on Customer Needs
1. I Got You
2. Independence
Academy
3. Different Sides of Me
4. Invisible Hand
5. Social Butterfly
Insights on Customer Pain Points
6. Clashing Cymbals 7. South Side
Insights on the Broader System
8. Community Compass
9. Tug of War
10. Overflow
Commercial in confidence 15
