EXPLORING HEALTH SERVICES WITH HK LAB TO INCREASE EXPERIENCED VALUE
HK Lab, a start-up garage financed by the labour union HK, worked on the overall challenge to increase the experienced value of being a HK member. In collaboration between HK and Wilke we decided to look into the area of health on a broader scale to see how HK could play a role for its members.
DETECTING, UNDERSTANDING AND HANDLING CUSTOMER FEELINGS WITH YOUSEE
YouSee want to create great customer experiences as well as reduce unacceptable events for the customers. In order to succeed, the complaints team needed to fully understand the emotional dimensions of the customer journey. Being able to empathize with the customers in this touchpoint was critical in order to both help solve the problems and convert prior negative feeling into overall positive experiences.
HELPING ALLER DESIGN THE PERFECT FRONTPAGES USING EYETRACKING
Aller wanted to ensure that all front pages appeal to the readers and design front pages with greater effect. The challenge in doing so revolved around the lack of knowledge and insights into the right design and proportions of the front page and its elements.Aller wanted to ensure that all front pages appeal to the readers and design front pages with greater effect. The challenge in doing so revolved around the lack of knowledge and insights into the right design and proportions of the front page and its elements.
CREATING AN AUTOMATED SERVICE RECOVERY SYSTEM FOR HK
HK has a strategic goal to strengthen the member experience. HK needed further insights into how the members perceived the largest touchpoints and how they can improve the services on a continuous basis.
HELPING INDUSTRIENS PENSION PERSONALIZE EVERY CUSTOMER EXPERIENCE
Industriens Pension has high ambitions for their customer experience. They want satisfied customers who will recommend them as a pension fund. Pension is a low interest subject to many people, so to accomplish this they want to personalize their customer interactions to accommodate the individual customer’s needs and preferences.
INITIATING EFFECTIVE CUSTOMER EXPERIENCE IMPROVEMENTS AT TELIA
Telia wanted to improve their customer experience as well as customer loyalty and wanted to identify the potentials of doing so. Telia was already using Net Promotor Score (NPS) as a KPI and as a relational measurement but was not fully aware of where and how to initiate effective customer experience improvements across the organisation.