Mapping the Customer Journey
With a compelling, customer-driven, vision of Villa World's future in place, we moved to acquire the vital insights that would form the building blocks of that vision's practical application.
Proto's approach to developing CX initiatives is entirely driven by customer truths, leading us to conduct multiple customer interviews, workshops, online surveys, and customer diaries to build a vital understanding of their deeper emotions and drivers.
We conducted all-day workshops involving 60+ Villa World staff to co-design the ideal experience for Villa World customers. This had a great effect of inspiring and aligning Villa World staff to join the CX journey.
Based on our research, we were able to deliver a current end to end customer journey map, that highlighted and articulated “Key Moments of Truth” for customers, alongside a set of practical Mindset Shifts that would create fundamental change in the way Villa World operates, helping to deliver their vision of the perfect customer experience.