Know your customers.
Then design what sells.
From customer insights to higher conversion and measurable commercial impact.
Why Customer insights pay off
Every strategy. Every investment. Every board decision.
You need insights, facts, numbers and data to set direction.
We provide you a solid foundation for making decisions about your strategy and digital investments in order to win the market.
1) Create clarity
We start by uncovering customer needs, pain points and interactions, and validate the problem before choosing a direction. We go where your customers are – kitchens at 4 a.m., workshops, stores – and turn the insights into digital experiences that grow revenue and win markets.
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01) Customer & Stakeholder Insights
02) Industry Benchmarks
03) Journey Management
You will end up with:
A complete insights overview, customer journey map, benchmark analysis & segment overview.
Ready to set direction and make decisions.
2) Set direction
We turn insight into decisions and make sure the organisation is aligned on what to prioritise, what to build, and what to stop doing.
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04) Opportunity Sprint - finding spaces for growth
05) Experience Vision & Design Direction
06) Omnichannel Experiences
07) Strategic Direction
You will end up with:
Idea catalogue, concept directions, product vision, roadmap with value/effort and business case, and a strategy presentation.
Ready to scope and craft.
3) Craft products
We ensure every design decision and customer experience is grounded in insights and linked to measurable business outcomes.
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08) Visual design, UX, UI & prototyping
09) App and web design & wireframing
10) Design System
11) Responsible Commerce & Accessibility
12) Visualize Product Passport
You will end up with:
An information architecture, design of the core flow, prototypes, and design system.
Ready to build the solution that moves your business.
4) Gain momentum
Go-live is only the beginning. We continously help you attract, convert, and retain customers – and improve the experience that drives growth.
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13) Growth & CRO
14) Playbook (organisational readiness)
15) Personalisation
16) Continued insight Management
You will end up with:
Better business results, a performance mindset, and a solution that keeps on delivering on the promise instead of collecting dust.
Tech and AI gives you speed. Customer insights give you direction. You need both to justify and succeed with digital investments.
The AO365 app that IMPACT designed enables us to serve our customers wherever and whenever they need us, while at the same time freeing up our store associates to focus on providing a fantastic customer experience.
Want to create customer experiences that move the needle?
Reach out to Marina to book a CX discovery talk.
