Below is a broad overview we approach our consulting engagements. Every business is different and may not need
to go through all these steps.
1. Define goals
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- What's in scope and what's out of scope
- Who are your customers
- What products and services are we selling
- Baseline metrics and targets
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2. Map the buyer journey
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- Buyer research including interviews
- Mapping path to purchase
- Identifying customer touch points
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3. Capture user and engagement data
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4. Develop insights
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- Observe patterns / variances
- Identify pipeline leakages (buyer path resistance points)
- Understand behavioural influences
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5. Design influence strategies
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- Optimising customer touchpoints
- Heuristical analysis and nudge design
- Communication audit and design
- Choice incentives and restrictions
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6. Experiment and assess
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