Unveil AGBAR's customer vision by thoroughly understanding the needs, pains, and motivations of their clients to exceed expectations and improve satisfaction through the development of a "human-centric" experience.
We conducted both internal and external interviews, establishing AGBAR's experience pillars and strategy based on the insights obtained. We worked with an "AS IS" customer journey to visualize the main stages of the customer's journey, identifying pains and motivations.
This allowed us to define more than 30 specific actions to improve the customer experience. The actions were grouped into 7 major initiatives, generating a short-term action plan (~1 year) and a roadmap of 3 waves of execution (~3 years) to achieve that WOW experience.
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