for Concur Technologies
We created an interactive tool to illustrate a typical customer journey from initiation to support in a way that is understandable to any employee.
Can empathy be institutional?
How do you get thousands of employees in hundreds of different roles around the world to understand the journey of individual customers?
A tool for transformation
Sometimes the only way to see something is to put it up on the wall. We created giant maps — and ultimately an interactive guide — to illustrate a typical customer journey and highlight all the ways it could be smoother.
Impact by the numbers
- design approaches explored
- customer journey maps
- executive workshops
- employees using a new interactive tool