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Customer Experience

Modern technology has raised customer expectations but, conversely, made it harder to create a seamless and engaging customer experience. However, brands that can deliver on their brand promise are better prepared to attract new customers and, more importantly, keep those they already have.

Hello Future can help you with different tools and methodologies to analyse your customers' current behavior and see where the best opportunities are to influence future behavior:

Understand
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User research and insights generation

We can help you understand your current market, identify which type of customers you are currently attracting and determine their characteristics.

Understand

User research and insights generation

  • Our methodologies are customizable depending on your needs or business strategy. We like to see, hear and observe what customers are thinking and doing, so our preferred approach favors direct contact, either face-to-face or remotely. This can be combined with desktop and academic research.

    cx-research-report

    Actionable insights that everybody understand

    We believe that knowledge should be easy to access. Therefore we strive to deliver accessible reports, in which insights are visualized and easily shared with the rest of your team.

    Let Hello Future help you shed light on your customer experience. Contact us.

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Plan and design
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Painting the picture

How does your current customer experience rate? Using a variety of tools we can help you gain a complete overview of your offer as seen by your customers.

Plan and design

Painting the picture

  • We have a strong background in service design from which we use customer journey mapping and service blueprint tools to analyze your customer experience in all its aspects.

  • Customer journey mapping

    With which channels and touchpoints are your customers interacting? What is on their mind at every step of the process? Through workshops and research we can map out and clearly visualize the customer journey to identify the strengths and weaknesses of a product or service. From here you can prioritize steps to improve what you offer your customers.

    • This is the perfect option if you want to:
    • gain a comprehensive overview of how your customers interact with your product or service
    • understand the main pain-points and areas for improvement
  • Service blueprint

    A service blueprint is an expanded version of the customer journey map. Where the customer journey focuses on user feelings, thoughts and actions when using a product or service, the blueprint adds an organizational dimension, showing which actions and resources actually facilitate the provision of the service and allows you to organize your resources in a way that maximize the customer experience.

    • This is the perfect option if you want to:
    • gain both a customer and an organizational perspective
    • get your team on board regarding the most pressing organizational changes
  • Other methods

    Do you want to know about other methods or do you have questions? Contact us.

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Implement
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Translate insights into actionable strategies

Once you have gathered sufficient insights, we design ways to improve your customers' experience through all touchpoints.

Implement

Translate insights into actionable strategies

  • Every time a customer has contact with any of your touchpoints an experience is formed and, naturally, positive experiences lead to a competitive advantage and growth for your company. This is why it is vital to have an overview of the entire customer experience your product or service provides. But that’s easier said than done. Hello Future can help you to not only understand where your customer experience needs refining but how to actually improve it, thereby boosting your customer satisfaction.

    If you are interested in innovation on a larger scale read more about our product and service innovation offers or check out our innovation sprint.

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Selected projects

  • Skellefteå museum

    How can the digital dimension be used to add value to a physical museum collection? Hello Future led a service design project to re-imagine the museum experience together with museum users.

  • Telenor

    Telenor wanted to enhance their checkout process, so we tested three versions of a prototype with a meticulously chosen sample of their target market. It was a huge success and inspired our Usability Sprint service.

  • Skellefteå Kraft

    For Skellefteå Kraft, we conducted customer research, created an insight report and customer decision journeys.

Want to know more about our CX offers?

Contact Leif Rehnström, leif@remove-hellofuture.se