Consider the customer experience flow

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Once you have organized your current customer experience and issues, the next step is to consider the ideal customer experience flow.

Let's consider a flow that can solve current issues while making good use of online and offline.



The key point here is to avoid it becoming uganda email address a flow that “only” solves current issues .

For example, rather than simply solving a customer's need of "I want this product," it is important to think a step deeper and ask yourself, "Why do you want this product?"

Always think about whether you are capturing the essence of your customer's needs .



Step 4: Design the details
Once the general flow of the customer experience has been decided, we can begin designing the details.

Even seemingly small details, such as "minimizing the number of items to be filled out on an application form" or "choosing the color of the purchase button," can have a big impact on customer behavior.

Always remember to think from the customer's perspective .



It is also important not to make decisions just by a small group of people .

In addition to team members, ask for help from people in other departments and actual customers to get objective feedback.

In order to provide a better customer experience, it is important to repeatedly review and improve.



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Case studies of OMO measures
Finally, we will introduce some examples of OMO measures.



Heian Insurance "Good Doctor"
" Good Doctor " is a free app provided by Ping An Insurance, a major insurance company in China .

This app allows you to consult a doctor for free at any time when you are feeling unwell or have concerns about your health. If you need medication, you can get a prescription issued, and if you need to be examined, you can also make an appointment with a doctor.

Due to its convenience, it boasts approximately 200 million users.



A special feature of this app is that the consultation details are accumulated by the hospital.

By analyzing customer needs from the accumulated data, we can use the data to make insurance proposals that are tailored to each individual customer .

For users who have insurance, the benefit is that they will be informed whether their insurance applies if they become ill or injured.