Page 37 - V3 TOGA_CX Presentation
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UNCOVERING CUSTOMER INSIGHTS
The second workshop with the Design Team was done to immerse them in the customer’s world and get them to understand their customers point of view. During the workshop the Design Team captured individual data points of key insights from the interviews including quotes, stories and statements of significance on post-it notes.
The Design Team organised and grouped the post-it notes under thematic clusters. The Affinity Mapping process was used to synthesised the data, which allowed the team to collaboratively look for common patterns across all the interviews and analysed them accordingly. This worked well as a visual aid that allowed the insights to be drawn together rapidly.
Commercial in confidence
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