Experience Design
© Copyright 2017 Dell - Internal Use - Confidential
The Approach
Dell's faced challenges with brand perception and the current state experience was disparate and focused on fulfilling brand objectives rather than fulfilling customer desires.
To succeed, Dell needed to consider the customer first — a new approach to how they'd deliver the optimal customer experience.
The Research
Employed qualitative and quantitative research methodology to understand what drives the customer and what motivates them to buy.
Personalization planning and experience design
Crafted a customer journey map that provided cohesive and centralized direction for enabling personalization of message and creative across the consumer journey.
Experience Strategy In Action
Illustrated the unique needs and expectations of a specific customer, and the optimal experience that Dell needs to deliver.
Dell - Internal Use - Confidential