Re-design of a customer journey

Duration: 2 months

Location: Berlin

Challenge

Nespresso is a leader in its industry when it comes to customer experience. An important part of this is the membership program, which offers customers a personalized and premium experience. As part of this project, my role was to make it easier for customers to join the membership program.

Approach

☕️ Preparation and implementation of user tests to identify challenges in the customer journey

🔀 Summarizing the findings in the form of a customer journey including customer emotions and quotes from interviews

💡 Ideation of ways to improve the customer journey

🫱🏼‍🫲🏾 Preparation and implementation of a workshop with the most important stakeholders to prioritize the opportunities and discuss their implementation