The road to innovative customer experiences
Air Events, a leading hot air balloon company, was faced with the challenge of enhancing its existing customer experience. To address this challenge, they contacted Karl Mortier, Visual Storyteller.
Step 1: Gather information
Karl began by analyzing the current customer journey at Air Events. He conducted sessions with the Air Events team, listening to their stories and examining customer feedback. Using visual techniques like empathy maps and journey maps, Karl brought the customers' experiences to life and provided insight into their emotions and motivations at different points along the journey.
Step 2: Problem identification
Using the information gathered, Air Events identified key areas for improvement. As a Visual Storyteller, Karl used his skills to create a comprehensive customer journey map. This map visualized customer interactions with Air Events and helped pinpoint pain points along the way.
Step 3: Generating ideas
Karl then organized workshops with the Air Events team to develop solutions. He captured these ideas in a visual format, using techniques like sketchnoting. These visualizations helped the team stimulate their creativity and fostered in-depth discussions.
Step 4: Prototyping solutions
Karl led the team through the process of developing prototypes for the proposed solutions. Whether it was a better communication strategy or a new way to better engage customers, Karl created clear and understandable visual representations of the ideas.
Step 5: Implementation and evaluation
Karl's unique approach as a Visual Storyteller enabled Air Events to not only increase customer satisfaction but also achieve lasting change in their approach to customer experience.
