Customer experience design
We believe in the value of time spent designing excellent customer experiences before finding solutions for processes and technologies which will enable those experiences.
NPS surveys
Our NPS governance framework will help you move away from NPS merely as a metric towards NPS as a management system. Not only will you be measuring NPS of your clients across segments, in defined touchpoints and journeys, our framework will provide you with a system for running your organisation based on customer feedback. Our system includes running rNPS and tNPS research, extracting meaningful insights and acting on feedback through cross-functional triages and workshops that result in business initiatives. Further, we give you critical infrastructure for running an NPS system such as organisational structure, tools and technology based on AI for open text analytics and finally, guidelines for sustained organisational commitment to customer advocacy. After the implementation of our NPS system, your organisation will become truly customer-centric.
Service design
We design and improve services of our clients and create excellent experiences for their customers. Our approach to service design is to look at service experience end-to-end and incorporate all stakeholders, their interactions, channels and infrastructure. The process of service design includes persona description workshops, customer journey mapping workshops, mapping processes and value networks, all of which is based on research.
Typically, our clients see significant improvements after the project has been done in areas such as customer satisfaction (for example, NPS improvement), reduced churn, reduction of waste calls and decrease of cost for customer support.
UX/UI design
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Employee experience
Companies that devote time and resources into improving their employee experience are more likely to attract and retain top talent and build successful teams. To accomplish this, they must understand the needs and goals of their employees. This is where Digital IQ steps in to help you design good employee experience.
We use our proven methodology and tools such as persona building, employee journey napping and process mapping. During this process we identify critical pain points where a certain process in not fulfilling the needs and goals of employees and together with you we design new processes and improve the overall employee experience.
Design thinking
Design thinking methodology helps companies to be more innovative, more agile and focused on customer needs. We offer our clients workshops where we go through 5 stages of the design thinking process. The participants learn about the methodology and participate in interactive, practical exercises which result in innovative new solutions for their business challenges.
