Full end-to-end mapping and critical opportunity to identify the significant pain and gain points that work to shape the experience people speak about ultimately.
Daniela Nortjé, Customer Experience, Insights, Innovation, Uber EMEA.
Client: Uber EMEA.
Brief: Understanding the end-to-end customer journey, from the first contact to a loyal user. Identifying moments that matter to improve the experience and build stronger emotional brand connection. Delivering actionable insights beautifully designed with simple visual comprehension.
Strategy: Insight and Foresight, Customer Experience.
Design: Product Design, CX/UX/UI/Prototyping, Information design.
Project: Existent and new qualitative and quantitative customer research x4 markets (data, online, interviews), ride-along to gain insights. Journey map definition and validation, co-creation workshops. Rider experience map and digital tool kit: website hub with the interactive map, opportunity platforms, moments that matter cards, raw data and project documentation.
Agency: C Space London.
My role: Design Director, UX Designer.