Page 66 - V3 TOGA_CX Presentation

THE JOURNEY SO FAR AND WHAT’S AHEAD
The objective of the Customer Experience Design Project was to design a new customer experience that would differentiate TOGA from its competitors. As a result of the project, there are now a series of outputs, namely: customer personas, customer insights, opportunity/problem areas and six concepts and an App that collectively shape the re-defined customer journey. The opportunity now is to translate the new customer journey and ideas from concepts to implementation.
Research
Outputs
• 3x Customer personas
• 8x Customer insights
• 4x Opportunity and
problem areas
Now
Strategy
The goal is to move here
Prototype Test
Deploy
Outputs
• A re-defined customer journey
• 8x concepts • App
Commercial in confidence
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