Jax Wechsler

Brief:
Run workshops and develop a series of customer journey maps for purchasing behaviour for different audience segments.

Activities:
i. Internal workshops with staff to understand the ordering, activating and billing systems and processes.
ii. Creation of a series of journey maps to reflect these processes.
iii. Wire-framed personas, including a day in the life cartoons and visualisations to depict online behaviour. This research was undertaken by an another contractor.

These maps were printed on 2 meter wide paper and were often used by staff as conversation springboards in meetings about business process improvement. Read an article published about this work in the Design Management Review.