Kallidus customer journey mapping
Company
Kallidus are a B2B SaaS provider in the HR and Learning & Development space, that aim to unleash the potential in people through the use of their recruitment, learning and performance software.
My role
Lead UX designer
The team
I worked alongside the senior management team including the Head of Customer Experience (account management), Head of Support, Head of Services, Head of Business Development and Head of Marketing.
My responsibilities
- Facilitating a business origami workshop
- Producing a customer experience map
- Identifying pain points in our existing journey
The challenge
Kallidus had a new Head of Customer Experience, responsible for looking after our customers. He approached me to help him understand the current customer journey, so that we could then make improvements to it.
This involved the end to end customer journey from marketing, through sales and implementation to ‘business as usual’.
The project goals
Produce a customer experience map that would help us identify areas for improvement across the whole journey. Ultimately we wanted this to help us improve our NPS score from customers.
Approach
I facilitated a one day business origami workshop with the senior management team.
Business origami is a paper prototyping method for service design. It creates a miniature movie set, with props and actors to tell stories. It allows for rapid experimentation and creates a shared mental model of an existing system.
I then took the business origami output and crafted a digital version of the customer experience map that was distributed for further feedback.
Conclusion
This customer experience map provided a shared understanding of the current customer journey and has allowed Kallidus to identify areas for improvement which are currently being worked through.