PHASES
Research
Buying
Gain awarness
SUCCESS / GAINS Sparkling interest
CUSTOMER STEPS
Physical objects /product
TOUCH POINTS
Messaging
Digital content
COMPANY STEPS
Check Airtame’s social media
Buy a test unit
Setting users’ expectations
Ask questions from social media or chat
Set digital content online
Answer questions (intercom)
Social media
Blog posts
Chat
Sign-up for newsletter
Content for tailored newsletter
Front page
Sign-up for a call: phone call / demo call
Decision making process
AIRTAME’S ACTUAL FLOW
Approval from the finance department
Buy 1 - 3 units
Send link to customized invoice
Use cases
Newsletter #1
Shoppify
Link with invoice
Demo - call
Wait and receive instructions
Do a succesful set-up
Read instructions / open links
Receive product
Device set-up
Booked phone - call
Give constant support
Web store
Shoppify confirmation
Booked phone - call
Send extra resources needed
Help center
Succesful first streaming
Become an expert on airtame’s features
Succesfully set-up the cloud
Succesfully display a dashboard
On boarding # 1
On boarding # 2
Chat
Newsletter #2
Newsletter #3
Booked phone - call
Product package
Product & accesories
Instructions
Get started flyer
Funding approval for purchasing
Keep the device
Re-purchase
Display google slides
Insight highlight: P1, P2 & P3 Questions to problems
Optimizing set-up
Set-up airtame cloud
Use / test the airtame
Personal approval
Keep using the device
Team approval
Actionable insights matrix Return device *
[LOOP]
Re-purchase
Return device *
Re-purchase
Give feedback
Money refund *
Customer journey: Insight overview Road map: Insight implementation Give constant support
Newsletter #4
On boarding # 3
Booked phone - call
Chat
Receive device and refund money
Open a return process *
Open a return process *
Help center cloud set-up
María Angelica S. Service Designer March 2017 Airtame app
Sell airtame inside
Roll-out
Customer journey: Actutal Flow
Get started web page
Help center
Exploring new use cases
On-boarding colleagues
Optimize set-up and environment
Get ready to set-up
Customer journey findings transformed into actionable insights
Do call: Demo-call / phone call
Product page
Setting-up
Waiting
Succesfully received the device
Confirm research
Testing / personal approval
Newsletter #5
Receive feedback
Blog post
On boarding # 4
Airtame cloud
Give constant support
On boarding # 5
Booked phone - call
Cloud confirmation
On boarding # 6
Newsletter #6
On boarding # 7
Newsletter #7
On boarding # 8
On boarding # 9
PHASES
Research
Buying
Gain awarness
SUCCESS / GAINS
CUSTOMER STEPS
Buy a test unit
Sparkling interest
Setting users’ expectations
Check Airtame’s social media
Ask questions from social media or chat
Setting-up
Waiting
Succesfully received the device
Sign-up for a call: phone call / demo call
Decision making process
Approval from the finance department
Buy 1 - 3 units
Wait and receive instructions
Do a succesful set-up
Read instructions / open links
Receive product
Device set-up
Succesful first streaming
Questions to problems
Become an expert on airtame’s features
Succesfully set-up the cloud
Optimizing set-up
Set-up airtame cloud
[LOOP]
Physical objects /product
TOUCH POINTS
Messaging
Digital content
COMPANY STEPS
Set digital content online
Answer questions (intercom)
Social media
Blog posts
Chat
Content for tailored newsletter
Front page
Do call: Demo-call / phone call
Product page
Send link to customized invoice
Use cases
Newsletter #1
Demo - call
Booked phone - call
Give constant support
Send extra resources needed
Give constant support
Succesfully display a dashboard
Use / test the airtame
Web store
Help center
Link with invoice
Shoppify confirmation
On boarding # 1
On boarding # 2
Chat
Newsletter #2
Newsletter #3
Booked phone - call
Product package
Product & accesories
Instructions
Get started flyer
Help center
Keep using the device
Team approval
Return device *
Re-purchase
Return device *
Airtame app
On boarding # 3
Booked phone - call
Chat
Funding approval for purchasing
Keep the device
Re-purchase
Re-purchase
Newsletter #5
Receive device and refund money
Give constant support
Receive feedback
Blog post
On boarding # 4
Airtame cloud
Give feedback
Money refund *
Open a return process *
Open a return process *
Help center cloud set-up
Newsletter #4
Sell airtame inside
Roll-out
Display google slides
Personal approval
Get started web page
Shoppify
Booked phone - call
Exploring new use cases
On-boarding colleagues
Optimize set-up and environment
Get ready to set-up
Confirm research
Sign-up for newsletter
Testing / personal approval
On boarding # 5
Booked phone - call
Cloud confirmation
On boarding # 6
Newsletter #6
On boarding # 7
Newsletter #7
On boarding # 8
On boarding # 9
PHASES
Research
Buying
Gain awarness
SUCCESS / GAINS Sparkling interest
Buy a test unit
Setting users’ expectations
Confirm research
Testing / personal approval
Setting-up
Waiting
What are our values?
Customer segments
Optimize
Get ready Highlight the “why” in our business can help Impact: to set-up us to better direct our marketing content/webpage and align with the support service we offer.
set-up and Impact: Understanding the specific ways each of our environsegments is interacting ment with our product, so we can develop our product taking their needs into account.
Areas involved: Marketing / Web design / Management Succesfully
Areas involved: Product / Support Do a succesful set-up
received the device
Starting point: Discovering the “Why“ workshop
Exploring new use cases
On-boarding colleagues
Succesful
Succesfully
first Customer research set-up thefrom education / Starting point: streaming cloud Collecting the information the company already has
Become an expert on airtame’s features
Succesfully display a dashboard
Sell airtame inside
Funding approval for purchasing
Roll-out
Keep the device
Re-purchase
Display google slides
Who buys & who sets-up
CUSTOMER STEPS
Check Airtame’s social media
Ask questions from social media or chat
Sign-up for newsletter
Sign-up for a call: phone call / demo call
Decision making process
Approval from the finance department
Buy 1 - 3 units
Impact: Have a clear overview of customers’ own flow Waitand and better integrate with it. Read insreceive instructions
Receive product
Areas involved: Support / Product
Device set-up
tructions / open links
Questions to problems
Starting point: Mapping out the segments’ stakeholders + Level of impact and create a strategy to approach them
COMPANY STEPS
Digital content
Set digital content online
Content for tailored newsletter
Do call: Demo-call / phone call
Send link to customized invoice
Give constant support
Blog posts
Front page
Product page
Use cases
Shoppify
Web store
Messaging
Chat
Newsletter #1
Link with invoice
Demo - call
Booked phone - call
Shoppify confirmation
Booked phone - call
Give a clearer look to Help thecenter content in the webpage connecting the customers specific needs to the content
Starting point: Analysis of the videos recorded in On boarOn boarNewsletter Newsletter hotjar Chat ding # 1 ding # 2 #2 #3
Product package
Personal approval
Keep using the device
Team approval
Return device *
Re-purchase
Return device *
Re-purchase
Money refund *
Receive device and refund money
Open a return process *
Open a return process *
Give feedback
Give constant support
Receive feedback
Emails flow
Help center Impact:
Booked phone - call
Use / test the airtame
Give constant support
Website interaction Social media
Set-up airtame cloud
[LOOP]
Send extra resources needed
Areas involved: Web page / Product / Marketing
Physical objects /product
TOUCH POINTS
Answer questions (intercom)
Optimizing set-up
Product & accesories
Instructions
Get started flyer
Get started Impact: web page
giving
Help center cloud set-up
Better control of the type of content we are
Blog post
Areas involved: Web page / Product / Marketing Starting point: Analysis of the videos recorded in hotjar + Defining more clearly what are the goals from Newsletter On boarthe web page #4 ding # 3
Airtame app
Booked phone - call
Chat
Newsletter #5
On boarding # 4
Airtame cloud
On boarding # 5
Booked phone - call
Cloud confirmation
On boarding # 6
Newsletter #6
On boarding # 7
Newsletter #7
On boarding # 8
On boarding # 9
PHASES
Research
Buying
Gain awarness
SUCCESS / GAINS Sparkling interest
Buy a test unit
Setting-up
Waiting
Succesfully received the device
research
Exploring new use cases
On-boarding colleagues
Optimize set-up and environment
Get ready to set-up
Package arrival time Confirm
Setting users’ expectations
Testing / personal approval
Do a succesful set-up
Succesful first streaming
Become an expert on airtame’s features
Succesfully set-up the cloud
Succesfully display a dashboard
CUSTOMER STEPS
Check Airtame’s social media
Sign-up for newsletter
Sign-up for a call: phone call / demo call
Decision making process
Approval from the finance department
Buy 1 - 3 units
Wait and receive instructions
Read instructions / open links
Receive product
Device set-up
Questions to problems
Optimizing set-up
Set-up airtame cloud
Use / test the airtame
Personal approval
Keep using the device
Impact: Find out if it is the amount of people what makes the difference, or a better design of the proRe-purcess for the users chase
Team approval
Return device *
Return device *
Re-purchase
Answer questions (intercom)
Content for tailored newsletter
point: Have a measure point the amount of answers we can get after the on-boarding project
No actions at all
Impact: Define the relevant content forSend thelink custoDo call: to mers and /make it accesible for them customized Demo-call phone call
invoice
Give constant support
Send extra resources needed
Give constant support
Open a return process *
?
Open a return process *
Areas involved: Support
Physical objects /product
TOUCH POINTS
Messaging
Digital content
Starting point: Gather timing information from the logistics team + Tiem offer from distributors
Social media
Blog posts
Front page
Product page
Use cases
Packaging graphic design
Shoppify
Web store
Help center
Help center cloud set-up
Get started web page
Help center
Blog post
Newsletter #1
with Areas involved: Management / ProductLink invoice
Shoppify confirmation
Booked phone - call
Booked phone - call
for selling
Receive feedback
Areas involved: Support / Product Starting point: Define which are the tools we can give / share with the customers to help them sell Airtame internally
Impact: Starting point to the on-boarding process for the customers that don’t bring a complete experience On boarding # 1
On boarding # 2
Chat
Newsletter #2
Newsletter #3
Newsletter #4
On boarding # 3
Chat
Newsletter #5
On boarding # 4
On boarding # 5
Starting point: Analysis of re-order pricing + Design that requires less impact in the price
Demo - call
Impact: Customers need a better guidance Receive Give device and the product inside their organizations constant refund support money
Dead-end
Impact: Align the package to the actual visual identity the company has Chat
Give feedback
Money refundStarting *
Help center awareness
Set digital content online
Re-purchase
Areas involved: Support [LOOP]
COMPANY STEPS
Keep the device
We are not enough
Areas involved: Support (Logistics) Starting point: Gather timing information from the logistics team + Time offer from distributors
Funding approval for purchasing
Display google slides
Impact: Understand its relation with the whole experience and find out where the improvement can be designed
Ask questions from social media or chat
Sell airtame inside
Roll-out
Cloud confirmation
On boarboarAreas Newsletter involved: On Support ding # 6 #6 ding # 7
/ Web design
Newsletter #7
Starting point: Create a link to the actual on-boarding guide giving something back to the customers after typing in their email Booked phone - call
Product package
Product & accesories
Instructions
Get started flyer
Airtame app
Booked phone - call
Airtame cloud
Booked phone - call
On boarding # 8
On boarding # 9
PHASES
Research
Buying
Gain awarness
SUCCESS / GAINS Sparkling interest
Buy a test unit
Setting users’ expectations
Testing / personal approval
Setting-up
Waiting
Optimize set-up and environment
Get ready to set-up
Succesfully received the device
Confirm research
Exploring new use cases
On-boarding colleagues
Do a succesful set-up
Succesful first streaming
Become an expert on airtame’s features
Succesfully set-up the cloud
Succesfully display a dashboard
Sell airtame inside
Funding approval for purchasing
Roll-out
Keep the device
Re-purchase
Display google slides
Where is the feedback going?
CUSTOMER STEPS
Impact: Have a permanent access to what the customers are finding problematic or positive from the product Check Airtame’s social media
Ask questions from social media or chat
Sign-up for newsletter
Sign-up for a call: phone call / demo call
Decision making process
Approval from the finance department
Buy 1 - 3 units
Wait and receive instructions
Read instructions / open links
Receive product
Device set-up
Questions to problems
Optimizing set-up
Set-up airtame cloud
Use Areas / test the airtame
Keep using PersonalSupport / Product involved: approval
Team approval
the device
Re-purchase
Starting point: From the information gathered create stadisticsReturn that help us to Re-purcreate an action plan Return
[LOOP]
device *
device *
chase
Give feedback
Money refund *
Feedback from returned devices
COMPANY STEPS
Set digital content online
Answer questions (intercom)
Content for tailored newsletter
Do call: Demo-call / phone call
Send link to customized invoice
Give constant support
Send extra resources needed
Give constant support
Impact: Analyse the customer expectations making clear whichOpen information should be in athe media Open a
Receive device and refund money
return process *
return process *
Areas involved: Support / Product
Give constant support
Receive feedback
Physical objects /product
TOUCH POINTS
Messaging
Digital content
Starting point: From the information gathered create stadistics that help us to create an action plan
Social media
Blog posts
Chat
Front page
Product page
Use cases
Newsletter #1
Demo - call
Booked phone - call
Web store
Help center
Link with invoice
Shoppify confirmation
On boarding # 1
On boarding # 2
Chat
Newsletter #2
Newsletter #3
Booked phone - call
Product package
Product & accesories
Instructions
Get started flyer
Booked phone - call
Help center cloud set-up
Get started web page
Shoppify
Help center
Newsletter #4
Airtame app
On boarding # 3
Booked phone - call
Chat
Newsletter #5
Blog post
On boarding # 4
Airtame cloud
On boarding # 5
Booked phone - call
Cloud confirmation
On boarding # 6
Newsletter #6
On boarding # 7
Newsletter #7
On boarding # 8
On boarding # 9
ACTIONABLE INSIGHTS MATRIX Depiction of the insights we can work on further more and the ones affected by the on-boarding project
Insights from the customer journey Management
Marketing team
Support team
On-boarding project Sales team
Web page team
Product team
CUSTOMER JOURNEY: INSIGHT OVERVIEW General overview of the customer journey actionable insights
Research
Buying
What are our values
Who buys & who sets-up
Waiting
Setting-up
Package arriving time
Testing/Personal approval
On-boarding colleagues
Exploring new cases
Roll-out
We are not enough
Not actiosn at all
Feedback from retuned devices
Where is the feedback going?
Help center awarness
Customer segments Website interaction
Packaging graphic design
Emails flow
Dead end
Not started Started On-boarding project
ROAD MAP: INSIGHT IMPLEMENTATION Road map presenting the action plan with the “not started� insights compared to the on-boarding flow
March On-boarding project I
April On-boarding project II What are our values Website interaction
Management
Sales team
Marketing team
Web page team
Support team
Product team
May Gather feedback
June
Packaging graphic design
We are not enough