Customer Experience Strategy and Design
As the Creative Director, I led a team to research the needs of Restore franchises, employees, and customers to define restore’s customer experience strategy for the future.
The deliverables include an initial website expression, a hero flow across major touch points, and a service framework (including blueprint and playbook) across the customer journey with front stage and backstage recommendations.
Restore Hyperwellness
2021 | pandemic, hybrid remote
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01 Audit and Form
To form a mental model and frame the problem, it’s crucial for designers to audit an experience from multiple “lens for looking.”
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02 Empathize and Understand
We explored the mental models, needs, and aspirations of 26 people across stakeholders, franchise owners, employees, and members.
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03 Hypothesize and Make
Based on our ever evolving hypotheses, we think by making, creating a hero flow and walkthrough to take back into research.
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04 Iterate and Evolve
Once we determine resonance to the hypotheses, we iterate and evolve the design.
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05 Frame and Map
To align the organization and provide the internal team with a path forward, we frame and map the service journey in a 10,000 foot view including front and back staging.
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06 Define and Deliver
The 10,000 foot view provides the vision, but the details provide the work needed to be done.
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07 Move and Inspire
Each project yields patentable client frameworks, such as this “health print” that serves as both action and inspiration for a company and its customers.
