Service Design.
Identification of key moments of an entire experience, through analysis of both client (customer journey) and organisation (service blueprint).
A journey to luxury cruise.
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The Project
A focus on the customer experience of Scenic luxury cruises.
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Challenge
For the entire customer journey, with the exception of the trip itself, identify opportunities where focus and further work will impact better customer experience and business operations.
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Key Tools & Resources
Miro, google space and tools.
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Key Outcomes
Presentation of key opportunities across 4 main themes identified within the business, importantly categorised by their level of priority and cost/effort of implementation, and strategically supporting Scenic executive decision making.
Art, Architecture and Technology together.
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The Project
A focus on the overall customer experience when visiting MAAT in Lisbon, the Museum of Art, Architecture and Technology. MAAT is a project launched by EDP Foundation.
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Challenge
How might we attract more EDP Foundation employees to visit MAAT and take advantage of all their benefits?
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Key Tools & Resources
Mural, Google space and tools, in-person ideation objects and artefacts.
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Key Outcomes
A proposal of 50+ innovative ideas to implement internally across the business and directly on site at the Museum, organised by their priority and effort of implementation. All possible solutions were ideated and converged with MAAT and EDP Foundation employees and stakeholders, in a highly participative and collaborative way.