Planned and delivered comprehensive Discovery and Definition phases.

Utilised resource from service design agency EY Seren to deliver an extensive series of stakeholder and customer workshops and interviews to produce a set of evidence based CX deliverables.

The customer journeys were then used to create a fully populated development backlog and plan.

Key Deliverables:

• Customer research

• Competitor reviews

• End to end customer journeys

• Personas - customer and stakeholder

• Experience principles

• Content strategy

• Customer engagement model