Selected Projects
Value-adding. Customer-centric. Emphasising Change.
Since 2013 we're assisting companies with the many challenges of digital business transformations. Being consistently customer-focused is as central a factor for success as a close look into the organisation itself. Always, of course, combined with a deep understanding of added value for the company.
In this section we offer a glimpse into selected projects.
Cebeo
Initiation of CX Program 2018
The Belgium based B2B wholesale leader Cebeo developed, with Digitaberatung and the Sonepar Customer Competence Center in Amsterdam, a wide-ranging customer centricity program. We took ownership of all steps of the process :
- CX strategy & roadmap definition
- CX performance measurement based on NPS values and CX driver model
- Expert Review Mobile Commerce/App
- Detailed interviews with electricians
- Customer Journey Mappings
Bank Gutmann
Customer centered design for Digital 2.0
The Gutmann Bank wants to deploy, in the next few years, their very successful customer centric process to the digital channels - with the same quality. We therefore developed coarse-grained concepts and user stories with the project team on the basis of a Customer Journey Analysis. In the next steps we defined a project roadmap and a decision paper for the management.
- Guiding Principles
- Customer Journey
- Requirement Management
- Project Roadmap
Vorwerk
Customer Love Strategy
VORWERK strives to offer their customers the highest quality in the Customer Service area. To sustain this ambitious goal, we developed for VORWERK an international service strategy, the "Customer Love Strategy". It comprises of all capabilities to make sure the ominchannel oriented service is of high standards.
- Requirement Management
- Stakeholder Management
- Strategy Concept
- Communication
- International Roll-Out
A1 Telekom Austria
Mein A1 Business
A1 develops, for their B2B customers, a digital platform acting as the central point of entry for products and services. Supported by the Agile methodology, we have been supporting A1 since the beginning with complex challenges
- Conception and interaction design
- Customer engagement, amongst others interviews with customers and stakeholders, gathering of online feedback (voice of the customer)
- Integration of new services and products
- Acting Product Owner
- Data analysis
DREI Hutchison Austria
DREILAND Online-Shop
Drei Hutchinson's goal was to market and sell accessories online in order to strengthen their position in the market. We took charge of the design, the project management and the technical implementation of this new onlineshop. It was then integrated into the operations of Drei (back-office and fulfillment).
- Online shop design & full service implementation
- Integration of eCommerce fulfillment, payment methods, warehousing, management of return items
- Project monitoring and quality assurance
Sonepar
Customer Competence Center Amsterdam
Since 2017 we advise the French Sonepar group, the worldwise distributor of electrical products, solutions and related services with revenues in excess of 25 billion Euros, in the field of Customer Experience Management. We managed with the Sonepar teams in Amsterdam to set up the Customer Competence Center for all OpCo's and we are since then responsible for all the strategic and operational Customer Experience projects worldwide
- Strategic set up of the Sonepar Customer Competence Center: strategy, offering, engagement model, pricing, roadmap
- Standardize the portfolio as well as the CX products for the Sonepar CCC proposition "Understand. Create. Change."
- Planning and production of internal communication materials
Austrian Standards
Strategic Experience Design Tools: Personas and Guiding Principles
Austrian Standards is the service company responsible for the development of norms and standards. As part of the Customer Experience activities we developed, together with Austrian Standards, the basis for the strategic Experience Design and developed the following tools and goals:
- B2B personas (from a company and functional perspective)
- Guiding Principles rooted in the Austrian Standards brand values
- Customer Journey Maps
SCOTT Sports
Web Analytics Consulting
SCOTT Sports significantly develops the eCommerce channel for its consumer brands. We helped SCOTT set up their Google Analytics capabilities. We created implementation guides, defined the parameters and performed tests
- Web analytics concept (Google Analytics)
- Create implementation guides
- Calibrate Google Analytics
- Testing
- Support
Telekom Austria Group
Customer Experience Curriculum
The A1 Telekom Austria Group (the historical telco operator in Austria) tasked us with the conception and implementation of Customer Experience Training in 3 modules and in English. Additionally:
- Psychological motivation of the User Experience
- Wireframing
- User Experience
- Usability testing
- Introduction to Agile way of working (specifically Scrum)
Cebeo
Customer Centricity Score
As part of the Cebeo CX-program next to the customer view, we also took into account internal customer centricity in the Cebeo organisation, analysed it and integrated our findings into the CX-roadmap. As part of the measurement of the so-called Customer Centricity Score we managed the following aspects:
DREI Hutchison Austria
Content Marketing #dasanders
As part of the communication and and brand strategy we developed with the DREI Hutchinson Austria team an initial "Impact Driven Content marketing" campaign. The execution in the Video Content Portal #dasanders focused on the current topics and discussions around Connected Life. We were a key contributor of the process from design to implementation and were amongst others responsible for
- strategy concept
- design
- creatives
- research of topics, copywriting planning ans scheduling
- production of content (videos, texts, imagery and pictures)
- implementation of the portal
- measurement framework and tracking
Vodafone Deutschland
Communication concept
Vodafone Germany competes successfully in a highly disputed market with voice and internet products that reach new taget groups. Together with Vodafone we designed a new communication concept covering the needs of those target groups, simplifying but also making more transparent the sales message. The process was supported by a robust methodology
- Design Thinking workshop with the sales teams
- Prototyping for a communication channel (flyer)
- UX Interviews with target group representatives
- Extension of the concept to all communication channels
Sonepar Pacific
Customer & Employee Surveys
Sonepar's subsidairies in Australia and New Zealand - Auslec L/H, Pacific Datacom, Electrical Distributors of WA und Corys - conducted in 2018 customer as well as emplyee surveys. We took ownership of the design, implementation and result analysis to help the local teams to be more customer centric. To that effect not only the identification of painpoints but also the sharpening of the internal communication and the subsequent measures played a role. Surveys were designed for maximum depth, allow to track KPI's over time and benchmark the companies.
- Design of surveys
- Data management
- Field-Management
- Multivariate data analysis
- Reporting of the survey results
- Workshops
- Recommendations of action items
Carl Hanser Verlag
Process analysis and process design for product data and change consulting.
In cooperation with the Carl Hanser publishing team we're redesigning their smart data process with a strong focus on user needs.
- Project setup
- Product data and process analysis for fiction and non-fiction publishers
- Stakeholder interviews
- Development of guiding principles for the smart data process
- Metric & goal definition
- Smart data governance model
- Change management
A1 Telekom Austria
SmartHome product development
The successful A1 Smart Home product was designed in 2018 with the customer at the center of it. Within an Agile framework to design the product, we, together with selected employees, contributed in the design sprints taking on several roles and responsibilities
- Rapid Prototyping
- User Experience Design
- Customer engagement, amongst others Usability & User Experience Tests, online surveys, beta tests ran with employees and customers
SOS-Kinderdorf
Digital Transformation
Since 2012 we guide SOS Kinderdorf Austria's digital transformation processes in various roles and functions.
- Developing the digital strategy & continuous re-caps
- Outlining a roadmap
- Development / co-design of various work packages for the transformation programme
- Selection process for a new digital lead agency
- Continuous project management consulting
Allianz Elementar Versicherungs-AG
Customer Journey Insights
We identified pain points and delights along the customer journey for Allianz Elementar Versicherungs-AG, and developed appropriate segment specific drivers for optimal customer experiences.
- Customer journey mapping based on a modulare research setting
- Interview study to identify pain points and delights along the customer journey
- Quantifying online survey with impact-measurement of positive and negative customer experiences
win2day
Customer Experience Analyses
In cooperation with our partner CX Agentur we support win2day in their analysis of current customer experiences.
- Drop-out/exit analysis during registration process
- Expert reviews
- User experience tests
- Content audit
- Content strategie
- Development of guiding principles
- Partner management / RfP process for new lead agency
Schweizer Bundesbahnen (SBB)
Development of MobiJournal as a continuously running research platform
Schweizer Bundesbahnen (SBB) have been analysing their customers' mobility behaviour for years. We've developed the MobiJournal (app) and its integrated diary function to enable passengers to easily and intuitively report how they use transportation.
- Development mobility survey
- Requirements engineering
- Prototyping
- Software development (responsive design, native app)
- Software operations & release management
- Customer experience campaigns
KUBO Tech
Digital Transformation
Kubo is the expert for high quality products when it comes to gaskets, springs, and moulded rubber parts. In cooperation with IT service provider edicos we are charged with the development of their digital transformation strategy.
- X-Industry trends & benchmarks
- Development digital transformation strategy
- Project / programme setup
- IT assessment
Sonepar APAC
Marketing- and Communicationsegmentation
Digitalberatung support Sonepar APAC's marketing and communication experts with dedicated communication services around the topic of segmentation
- Design of a segmentation concept centered on Marketing and Communication
- Storyboarding and production of the Asia Pacific segmentation printed materials
Leica Geosystems
Digital Brand Communication Consulting
We had the privilege to support the global leader in surveying technology with their digital brand communication strategy. Because of organisational changes the project had to be paused.
- Consolidating customer and data insights
- Stakeholder interviews
- X-Industry trends & benchmarks B2B
- Consulting on digital brand communication
- Strategy workshop
- Initial concept
Vodafone
First 90 Days - Mobile diary study with new customers
In the course of our survey, new customers documented all their experiences with the brand Vodafone as well as with Vodafone's services, processes, and products. With the use of our tailored research setting we were able to achieve all project goals. E.g. identification of customer experiences with NPS-impact (moments of impact) or the collection of concrete optimisation approaches.
- Development of study approach: Experience sampling with the use of our diary and co-creation capabilities
- Customer experience design workshops
- Consulting and compiling of recommended actions
- Executing the study with our own cXplore Software
Wacker Chemie
Digital Product Communication Strategy
In accordance with their digital marketing strategy, Wacker Chemie are redesigning the technical-functional foundation of how their complex product data is displayed. As part of this process we're responsible i.a. for the design of the functional PIM concept, of course in consideration of (internal and external) user needs.
- Definition digital strategy
- PIM concept (SAP Hybris B2B)
- Requirement analysis, i.a. with onsite survey
- Personas
- Customer journeys
- Content strategy
- Interaction design
- Functional redesign
Customer Insights & Data Analytics
To deepen our knowledge of the motifs, wants and needs of your customers is vital at the start of every project. We analyse what drives them, execute audits, and combine these new insights with facts from your data analytics systems.
Strategy
We shape (transformation) strategies and combine them with a consistent focus on customer centricity. It's our distinct goal to create a strong business impact, to generate new added value for your customers, and to never lose sight of your organisation while doing so.
Create new Experiences
It's our business to transform your strategies, visions, and new impulses into sustainable and innovative concepts. Building on our customer-centric creative process including personas, customer journeys and experience maps, we draft content strategies, define user stories, outline complex business logics and processes, and design first interactive prototypes, which bring your ideas to life.
CX Transformation & Change
For years 'digital' has been the driver behind cultural, societal, and economic change. Digital processes, touchpoints or services have long since infused all aspects of added value and often times lead to radical change. This is true not just for aspects with direct customer impact. We help you take meaningful decisions for your company in this transformational process. We encourage companies to shift from reactive to transformative strategies.
Experience Software
Our CX software solutions help you to better understand the motifs, wants and needs of your existing and potential customers, so you can create relevant and exciting new customer experiences.
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