Personalisation process
How do we approach personalisation?
We begin with customer interviews and stakeholder workshops to understand user preferences for a personalised experience and identify the kinds of personalisation initiatives that will be of most value to customers and the business. We then create artifacts through journey mapping to highlight opportunities for enhancing the customer experience through personalisation. Relevant content and features are also designed to support personalisation.
Why do we undertake personalisation?
Personalisation is instrumental in enhancing user engagement and satisfaction. By delivering content or features that are precisely aligned with individual preferences, we create a more immersive and rewarding experience. This tailored approach resonates deeply with users, fostering a stronger connection and driving sustained engagement.
When do we undertake personalisation?
Personalisation is integrated throughout the product or service lifecycle. This ongoing process ensures that users consistently receive content or features that cater to their unique needs and interests.