Our comprehensive customer research process started with extensive one-on-one interviews across the entire customer spectrum. We spoke with new subscribers still finding their way through the platform, established users who relied on it daily, and former customers who had chosen to leave. This deep listening approach revealed insights that quantitative data alone had missed, particularly around how travel companies were integrating the platform into their core business operations.
Customer Journey Mapping & Service Design
Through detailed service design methodology, we mapped the complete customer journey to uncover every significant touchpoint in the travel agent's experience. This systematic user experience analysis extended from their initial platform discovery through to daily operational use. Our usability studies and UX audits provided immediate actionable insights that we passed directly to the product team, while simultaneously informing our broader strategic recommendations.
Product Strategy Alignment
Our customer research and service design work culminated in a comprehensive product strategy that aligned business objectives with customer needs. The resulting product roadmap prioritised features that directly impacted customer retention, while our redesigned onboarding process set new customers up for long-term success. This strategic clarity enabled the product team to focus on high-impact improvements that delivered immediate value.