Customer Experience Strategy Solves Business Coaching Client's Need for Vision Execution
This worldwide business coaching client had a grand vision of where the company should be in order to deliver a first-rate, one-of-a-kind coaching experience, but needed guidance on how to execute the vision. During this eleven month engagement, we delivered a user-tailored, red carpet digital platform, rethinking of process and reviewing current interdependencies.
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We need a way for clients to see where they are at and where they are going
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We need an environment where coaches and clients can collaborate
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We need a roadmap to understand how the vision can come to fruition
PROCESS
This client team was stretched thin and, though they had many great ideas, they had big challenges when it came to staying on task and focusing on immediate next steps. The best way of securing attention and participation was to supplement the detailed timeline with reminders of meeting and next steps after meetings. Another relationship challenge was a complete lack of trust (internally and externally) that lived at the core of the company. This theme continued through the entire client engagement and was the cause of a tumultuous relationship. The best way of overcoming this monolithic obstacle was to embody tenacity and keep everyone focused on the end result. Together we went through multiple exercises to gather requirements and understand pain points—journey map updates, stakeholder interviews, friction points, vision statement, org chart, program content moments and more.
SOLUTION
Through co-creation process of conducting exercises and facilitating detailed discussions around the business objectives, friction points and requirements, the client received a 100+ page strategy deck. This rigorous and exhaustive strategy covered everything from exercise results, stakeholder interview summaries, opportunities, customer experience principles, competitive analysis, friction points, content moments, as well as a comprehensive technical platform solution, supplemented by a high-fidelity prototype. The high-fidelity prototype, with a full set of user stories, walked the user (new coaching client) from the moment they make the first payment to a guided walkthrough of how to use the platform. This platform gave clients and coaches the ability to work directly in the platform, with moments of collaboration and inspiration, and serves the user multiple types of media to support different learning preferences.
WHAT CONTRIBUTED TO SUCCESS?
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Diligent herding of cats
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Innumerable follow ups and reminders
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Patience of a saint
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Exhaustive documentation
CONTACT
Want to hear more about Troy's experience? Fill out the form or send Troy an email.
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Tel: 612.741.9402