Customer Experience consulting service

Keeping in mind the customer experience across both digital and physical channels, we guide our clients toward a comprehensive solution, from strategy to UI and design, by following these steps: User Understanding > Structuring (Problem Identification) > Solution Design > Implementation/Validation. Based on the derived customer experience, we provide support for the consideration of matters such as the implementation and operational planning for Amazon Connect

User Understanding: Discovering Key User Insights To incorporate the customer's perspective, a correct understanding of and empathy for the user are essential. Our experienced researchers conduct user interviews and observational studies to clearly grasp user behavior and the underlying insights. It is crucial to uncover both explicit and latent challenges, and where necessary, to obtain quantitative validation through methods like surveys.

Structuring: Visualizing the User Experience and Identifying Key Challenges Based on the facts gathered during the User Understanding phase, we visualize the user experience using frameworks such as personas and customer journey maps. This creates a shared understanding within the team. From the "pain points" identified within the customer journey, we then select the key challenges to focus on.

Solution Design: Prototyping and User Testing Through workshop facilitation, we generate and select solution ideas to address the key challenges. The selected ideas are then developed into prototypes and validated through testing with target users. By repeating this hypothesis-testing cycle multiple times, we refine the accuracy and effectiveness of the solution for the core problem.

Implementation: Rapid MVP Development and User Validation We form an agile team to quickly release an MVP (Minimum Viable Product）-a service or product with the core features necessary for users to genuinely experience and evaluate it. After release, we continuously incorporate user feedback from real-world experiences into the product, aiming to achieve PMF (Product-Market Fit: the state in which a product or service satisfies a strong market demand).