Map experience touchpoints
We work with your team to list key touchpoints such as purchase, usage, and service, and clarify what feedback to collect at each. This produces a touchpoint list and initial issue categories as the basis for tool design.
DIGITAL & AI / 03
Experience Management Tools
How can we systematically collect and follow up on customer experience issues?
THE OPPORTUNITY
The challenge we address
We create ways to collect feedback at key moments in purchase, use, and service, with shared issue categories, evaluation measures, and handling processes. Surveys and feedback records connect to improvement tasks, showing teams where problems arise, who is responsible, and which changes to track after action is taken.
Where this fits
Suitable for companies that have customer touchpoints but scattered feedback and no unified handling process. The team must be able to participate in mapping touchpoints and testing the tool, and be willing to review regularly using the dashboard. Issue owners and handling processes should be clearly defined so collected feedback can enter daily improvement arrangements.
HOW WE WORK
Turn the challenge into clear next steps.
Configure feedback tools
Based on the touchpoint list, we set up feedback entry points, evaluation metrics, and questionnaire templates, and configure task assignment rules. Feedback enters the handling process, and the team can see issue ownership and current status.
Build dashboard tracking
We aggregate feedback data into a dashboard showing issue distribution, handling progress, and improvement changes. We confirm tracking metrics and review cadence with the team to make experience improvements evidence-based. Completed improvements are linked to subsequent user feedback to check if similar issues recur.
WHAT YOU TAKE FORWARD
Deliverables that move your work forward.
Define the deliverables and how they will be used around your project objectives.
- 01
Experience evaluation metrics and questionnaire templates
- 02
Feedback collection and task management tools
- 03
Experience dashboards and improvement tracking sheets