Page 14 - V3 TOGA_CX Presentation

UNDERSTANDING THE CURRENT CUSTOMER JOURNEY
THE CURRENT STATE
The Strategy Group along with the TOGA Design Team worked in teams of two to map out the current state map of TOGA’s customer journey from an internal company perspective. This provided a reflection into the services TOGA currently provides and allowed the Design Team to assess and monitor how the organisation is currently servicing their customers with the current people, systems and processes.
The two journey’s drawn out were from the from the context of a home owner and an investor. The workshop was facilitated in a way to encourage a Design Thinking mindset and introduce the concepts of service design and customer journey mapping. This was done in order to understand how TOGA currently perceives the journey their customers go through as well as to set the context for the empathic interviews to follow.
CUSTOMER JOURNEY MAP
The outcome of the workshop was a graph that depicted the purchasing journey of TOGA’s customer at different touch points and their interactions with TOGA. The meant looking at the customer life-cycle and understanding the most common journey they undertake when purchasing an off the plan property. The Design Team anticipated the customer emotions, identified their key needs and documented how those needs were currently being addressed by TOGA.
The Investor’s Journey
The Home Owner’s Journey
The Business (TOGA), the Devil’s Advocate, the Investor (from left to right)
The Home Owner, The Business (TOGA), the Devil’s Advocate (from left to right)
Entice
Enter
The Buying Process
Engage Exit
Extend
Commercial in confidence
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