On Ramp
Define CX that helps you and your customers compete
Operational efficiency and economics are table stakes for financial services. From there winning is about world class customer experiences that help customers win with their money and build strong financial habits.
On Ramp locates the customer win, a set of player missions around that, embedding fun and social into the very essence of their customer value proposition, to create a road map of innovations with which to compete for the customer.
Over 12 weeks we will work together to define the customer journey across their money Odyssey. The process combines business strategy, journey design, innovation, behavioral science and design thinking.
Customer experiences are designed that have game as their essence to take customers on a journey of mastery and keep them engaged .
The process is led by Moroku and involves both technology, product and business members of our client.
The deliverables are a player tested prototype and inputs for piloting and then onto production.
What You Get
You will learn a lot about how people think, such as their cognitive biases and how to design customer journeys to overcome them
BUILD A CREATIVE IDEA THAT BECOMES THE VERY ESSENCE OF WHO YOU ARE
Use Odyssey On Ramp to build an idea that has value and purpose, be differentiated, credible and compelling, a creative platform for staff to rally behind and for society to embrace. Show customers something new. Take a risk and be daring. Take on vested interests and achieve transformative change.
On Ramp commences with a clear statement of the project charter, what we are here to do, who is here to do it and what success looks like
Players are different to customers or users. Their motivations are different as are our discovery of them. We explore this to know them
We review the Flow model to define the challenges skills and levels involved in the players journey to success and begin designing the micro loops of motivation, agency, action, outcome and feedback
We then pick a slice of the flow to focus on, move through wireframing and into a hi-fi prototype for user research
Feedback from real users is used to refine and retest asumptions as we narrow down the thesis
The idea is written up to describe the activity, skills, players, objectivies, technologies and other components to describe what we are building . Backed up by the prototype we are then able to scope and size the build out should we decide to proceed