Page 4 - V3 TOGA_CX Presentation

EXECUTIVE SUMMARY
THE CUSTOMER EXPERIENCE DESIGN PROJECT
The objective of the Customer Experience Design Project is to design a customer experience that will differentiate TOGA in the marketplace to win and create a positive impact with customers.
This meant placing the customer at the heart of the purchasing process to deliver increased value that will ultimately lead to increased customer satisfaction, conversions, repeat purchases, advocates and referrals. By understanding the customer’s social, emotional and functional needs, TOGA will be able to achieve a new level of service by defining, designing and delivering a desirable and memorable end-to- end customer experience.
As part of the project, a Design Team was formed comprising of The Strategy Group and seven TOGA staff: Claire Scapinello, Lucy Shannon, Anthony Falas, Jade West, Georgia Mallard, Peter Tadrosse and Selina Yu. This allowed TOGA staff to be deeply involved in the project from start to finish in co-creating the final solution.
To kick-off the project, a workshop was held with the Design Team on the 19th June 2018, where the customer journey was mapped from the company’s internal perspective. The purpose was to have a good understanding of the current state and identify potential gaps from the outset. The Design Team was divided into two teams and looked at the customer journey from the perspective of a home owner and investor.
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