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 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 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

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

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)

The family-owned VORWERK stands for high-quality household appliances. To be able to keep their quality promise, development and production of all products like Thermomix and Kobold remain in-house. As part of the design and implementation of the global Customer Service Strategy we coordinate the so-called VORWERK Global Customer Service Center of Excellence comprised of the largest operating companies of the group. This Center of Excellence is accountable for the Customer Service strategy implementation and coordinates new activities

• Planing & coordination of the Center of Excellence meetings
• Moderation and Documentation of the meeting actions
• Integration of the topics in the roadmap

• Strategy performance and forcast workshop
• Target group analysis
• tracking concept
• set up tracking (Google Analytics, Google Tag Manager, Facebook Pixel)
• Creation and maintenance online Facebook campaign (incl. Visual Design and Wording)
• Performance marketing for ongoing conversion optimization
• Know-how transfer for further campaigns

The Ideation- and Co-Creation Community s Lab is an essential part of the ERSTE Bank customer experience strategy. We supported the conceptual phase and the development of the platform in different roles and responsibilities: 

• Co-formulation of RfP
• Functional challenging in product design phase
• Design gamification module
• Requirements engineering
• Moderation of first Co-Creation Workshops

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

While Charles Vögele were looking for the perfect candidate for their vacant Head of eCommerce position, we took on this role on an interim basis for 1,5 years.

• Operative and strategic eCommerce management
• Online shop dedesign
• Optimisation eCommerce fulfillment
• Setup new organisation
• Change management
• Development digital transformation roadmap
• Creating the omni-channel strategy

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

At the end of 2012 SOS Kinderdorf Austria initiated their digital transformation process with the development of their digital strategy and the development of a design concept for their relaunch. The new portal has been online since 2014, and now emphasizes a strong focus on SOS Children's Villages' educational work.

• Conceptual responsibility in the areas
  
  • Fundraising / e-Commerce
  • Content strategy
  • Customer centricity & involvement within design process

The litigation funding company Miete Runter GmbH has commissioned us to optimize their website and conversion performance. As a result of our substantial technical, functional and communicative optimizations, both traffic and conversions strongly improved. 

• Performance analysis
• Reconception of website, including process & interaction design, content optimizations, definition of new features, visual refresh, and analytics setup
• Development
• Testing & quality assurance
• Setup of Facebook campaigns 
• Performance management

The Austrian Latin America Institute had the aim to get more online registrations for their language courses. Using goal-oriented and customized online marketing activities, online bookings tripled during the campaign period.

• Performance analysis
• Target group analysis
• Set up tracking (Google Analytics, Google Tag Manager, Google Optimize, Facebook Pixel)
• Creation and maintenance online Facebook campaign (incl. Visual Design and Wording)
• Performance management
• Know-how transfer

We designed and implemented a modular customer experience analysis to further harmonise and optimise INTERSPAR eCommerce processes. For this, all dimensions and steps of the customer purchase journey were analysed in detail: From entering a search term, product details/descriptions, checkout process, to delivery and the first use of the product, and where needed complaint and return delivery processes.

• Holistic purchase journey analysis
• Expert review 
• Quantitative customer survey 
• Workshops

Raiffeisenlandesbank Niederösterreich / Wien`s leadership barometer had to be migrated to a new technological platform (see also Case Study CX/Research Infrastruktur). Additionally the survey had to be functionally extended, e.g. self-adminitration of the leadership barometer survey. 

• Migration to new target architecture
• (Re)design of methodological and technical setup
• New visual design to match with corporate identity
• Technical implementation
• Implementation of new features
• Realisation of custom RLB-Dashboard for executives, with new authorisation concept (using the corporate directory)

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