In a service walkthrough, we simulate the end-to-end experience your customer would face when using your product or service.
This technique provides invaluable insights into how the customer experience is influenced by many different areas across an organisation and where it can be improved.
The service walkthrough begins with the first artefact a user interacts with, such as a brochure or letter received in the mail, or a Google search result. From here, they walk us step-by-step through the various online and offline interactions that they would have with your organisation as related to the service being studied.
Typically we simulate, and explore, the end-to-end experience of signing up for a new product or service, from interaction with advertising collateral through to reviewing an associated bill.
Service walkthroughs can expose issues and inconsistencies customers encounter as they engage with an organisation across multiple channels (e.g. EDM, website, call centre, in-store, online chat, billing).
Insights can lead to process and product improvements that contribute to a more positive, and consistent multi-channel customer experience.
The U1 Toolkit
To provide you with the clearest possible insights and help you deliver real outcomes, we tailor each project to include the right methods and activities from our extensive toolkit.
True Intent Online Study