We connect and map customer interactions across multiple touchpoints, direct and influence the end-to-end experience, the level of engagement and the bottom-line results with custom-built technology solutions.
When journey maps are used in the right way — as a means to address a specific, known business goal — the benefits are vast. Our earlier research on practitioners’ journey-mapping activities identified several advantages, including aligning stakeholders around common goals and vision, enabling focus on customer needs, and helping team members establish a personal connection with the end users.
At rinf.tech, we build journey maps that identify latent user needs and pains:
Surface customer-centric insights into back-office and customer-facing systems that inform opportunities and drive business value.
Deliver the context needed to support solution ideation, validation, prioritization, design, and testing.
Consult on where to apply more effort, personalization, consistency, or proactive communication to improve the customer experience.
Use rinf.tech UX/UI design services to
Identify customer behaviour & interactions across channels
Analyze in real time to understand customer behavior, intent, engagement profile, opportunities, etc.
Drive personalized and proactive engagement based on customer context, business rules and predictive next best actions.
Drive Change & Ensure Future-Readiness
We create alignment across your business and help drive customer-centric change from product teams and business units to IT operations and then out to marketing, sales and services.
Throughout our technology partnership, we:
Leverage business rules and orchestration to be proactive and reduce your effort as a customer.
Leverage real-time analysis to determine next best actions and shape your and/or your end-user experience at each moment of interaction.
Use analytics against outcomes to measure results and drive insights for improvement via closed loop optimization.
How We Work
It starts with a meeting to clarify business priorities and high-level opportunities to deliver a valuable experience.
Next, the research starts with observation, contextual interviews, ethnography, mystery shopping & persona identification to build the customer journey map.
In this phase, we focus on the challenges identified to design, prototype and test multiple solutions for an optimized journey. It helps us determine what it takes to implement the solution in terms of cost and value.
With design complete, we make recommendations for the most appropriate next steps for your software project development.
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