Page 38 - V3 TOGA_CX Presentation

DEVELOPING A RELIABLE AND REALISTIC REPRESENTATION OF THE CUSTOMER
The Design Team then segmented the 15 customers based on four criteria in order to develop personas. This method was used to distil the insights from the customer interviews, observations and the affinity mapping into key customer segments. All 15 customers were plotted on two separate graphs and segmented based on psychographics, engagement levels, future view and investment portfolio.
PSYCHOGRAPHICS | ENGAGEMENT LEVELS
FUTURE VIEW | INVESTMENT PORTFOLIO
Commercial in confidence
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