Customer Experience Design

We help design experiences that delight customers at every step of the decision journey and drive top-line growth. We help you deep-dive into customer journeys to identify digital and physical touch points, as well as opportunities to engage with customers and create value added experiences.

What we offer:

  • Customer segmentation & personas

  • Estimate target customer market size and revenue potential

  • Digital & physical touchpoints

  • Customer journey mapping & experience design

  • Customer engagement & activation strategy

We also offer Virtual Reality (VR) solutions to boost customer experience and engagement.

Selected Projects

SBB Case Study
SBB Case Study

SBB CFF FFS (SWISS FEDERAL RAILWAY GROUP)

Project: Business case, online community design and technical requirements

SBB requested development of an online community to deepen engagement with customers. Lardi & Partner developed a business case for the online community, as well as subsequent plan and requirements:

  • Developed online community business case, objectives and operational concept

  • Identified target customer segments, developed personas, estimated market size and revenue potential

  • Designed functions and capabilities based on target customer requirements

  • Developed engagement strategy (content strategy, gamification concept and activation plan)

  • Compiled user requirements and reviewed technical requirements for online community

CLOTHING BRAND START-UP

Project: Customer segment & journey map design

A clothing brand start-up based in Zurich was looking to gain a better understanding of the potential customer market and segmentation, as well as which digital channels to best utilize. 

Lardi & Partner conducted an e-commerce strategy workshop to prepare the start-up for its clothing line launch, which helped defined the following:

  • Overview of e-commerce market, online consumer behaviour and purchase journey

  • Defined target customer segments and personas 

  • Developed customer journey and critical digital/physical touchpoints

  • Developed integrated e-commerce strategy roadmap and initiatives

  • Defined social media strategy for new brand launch

Clothing Brand Case Study
Clothing Brand Case Study