"Many companies are unaware of their actual customer journeys, and the experiences customers are receiving. So, why is this important? The landscape has changed; it once used to be about the product, but it then became about the service. But, a service without experience is nothing. Think of the music industry - the music is the experience, the rest is simply the delivery mechanism, be it vinyl, CD, iPod, or streaming service.
Previously, customers rarely jumped across channels during their journey. Experiences, however, are now more complex. Great experiences are now woven. Memorable experiences are created by intertwining journey threads.
WT Commerce's CX team will help you discover your existing customer journeys. We will help you design your customer threads, and create your future experiences. We do this via a commercially driven approach, 'Commerce Experience Design'."
Rachel Smith, Director of Customer Experience
Commerce Experience Design is the overlap between Interface Design, User Experience Design, and Service Design. It's a practice unique to Wunderman Thompson Commerce. Example outputs include Customer journey maps, Service blueprints, Customer Research (Quantitative and Qualitative), Experience strategy and Prototypes, and Future journey maps. We base these deliverables upon five principles: