Future state for a leading energy company

What does the move to a fossil-fuel free transportation future mean for service stations? Our first task was to work out what actually happens when customers visit, what’s their expectation of the experience, and, what’s causing attitude changes over time. The client recognises that without understanding their customer, it’s difficult to envisage how successful future initiatives might be. This research helped to fill gaps in customer knowledge and uncover opportunities to optimise service across phases of the customer journey.

We plotted our research findings onto a five metre long customer journey map. The map highlights top customer priorities and areas where change was needed to shift perception . An ‘empathy map’ layer represents customer’s high and low points. Conduct presented a series of actionable recommendations in a narrative storytelling session. We ‘walked-the-wall’ with the client, taking them along the complete user journey. Working across the journey map demonstrated the direct impact each recommendation would have on the staff and customer experience.