Liberty Global needed to create a customer journey for onboarding prospective customers and upgrading existing customers to a new package (which would include: Broadband, TV, Mobile and Landline).
After a weeks of initial research done by the incredible effort of others in the team (the amazing Andrew Grimes and the astounding Carol Court), to see what the competitors from all over the world were currently doing.
A group of us flew to the Liberty Global headquarters in Amsterdam to meet with their industry experts to challenge our research and assumptions.
Prepping for this workshop session to a lot of planning and preparation, especially as we had a small amount of time to get what we needed done.
The workshop was incredibly useful as it challenged our assumptions and previous research and gave us a lot to work on for the next workshop (in a few weeks time). We were also able to prioritise what the business deemed most and least useful, so we knew what to focus our efforts on with the time we had.
It was great to meet the people on the business end and put faces to names. Shaking a hand and spending time working with someone is always so beneficial to a project and teams development; the power it has can often be overlooked.
Now back in the UK our task was to refine what we'd taken away from the workshop and turn it into an ideal customer journey.
We first figured out the differences between the customers were and what was the same. We thought about the users journey from the inception of wanting to join the Liberty Global ecosystem, right through to how to keep the customer engaged with their package and to not switch to a competitor once they'd signed-up.
Our presentation to start the meeting was a detailed comic of the two customers and what an ideal onboarding process would be. We detailed out how they reacted, what they were thinking at each moment and how similar and different either of the two customers were.
We used this, UX Comic Patter Library to create the comic customer journey you can see below (huge thank you to Steve Cable who designed it!)
A giant customer journey map to be printed out large and hung on a wall.
Through detailed research, concepting and analysis we were able to give Liberty Global a starting point for a new source of income they plan on establishing in the next five to ten years.