What: Global Consultancy Experience at Publicis Sapient Asa served as the Global Experience Director & Head of Experience at Publicis Sapient, a global consultancy with 40,000 employees. She led significant transformation projects with an experience team of 25+, working with top brands like Pandora, Bang & Olufsen, Tetra Pak, H&M, and Volvo.

Case Study: Bang & Olufsen

Key Actions and Timeline:

• 8 Weeks: Developed an end-to-end working prototype.
• 6 Weeks: Created an immersive experience book.
• 10 Weeks: Completed component-led designs.
• 4 Months: Successfully released an interim launch.
• Final Launch: New online experience launched a day ahead of schedule.

Roles and Responsibilities:

• Led the experience team in a consultancy setting, focusing on CX, service design, and UX.
• Established growth opportunities for the entire Customer Journey.
• Conducted UX and experience optimization through A/B testing.

Program Components:

• Alignment of Business Goals
• Deep Dive Qualitative Research: Gained customer insights.
• Segmentation & Persona Alignment
• Collaborative Design Thinking Workshops: Identified pain points and opportunities in the customer journey.
• Opportunity Identification: Mapped crucial customer moments.
• Opportunity Prioritization: Prioritized based on impact.
• UX & UI Design
• Experience Optimization: Implemented A/B testing for continuous improvement.

Results:

• Rapid prototyping and design led to a timely and effective launch.
• Enhanced customer journey through meticulous CX, service design, and UX strategies.

For More Information: To identify customer goals and drive real impact towards your business objectives, contact Asa at asa@theoutcomestore.com.

Company Background: Bang & Olufsen is a high-end consumer electronics company known for its luxury audio products.

Åsa’s Role: CX Consultant and Global Experience Director at Publicis Sapient.