The Context
At the core of the client’s business activities, the booking platform needed to be reassessed in order to find a more efficient solution capable of meeting increasing user expectations and supporting the company’s growth.
To minimize the risks associated with a technological migration, our teams adopted a structured and gradual approach. The first step consisted of a business environment analysis led by the Logient team. This was followed by a UX research phase, including an in-depth analysis of the customer experience (CX), conducted by our digital strategists.
Focused on user needs, this research allowed us to identify the expectations of different customer profiles regarding their desired experience both at the time of booking and on-site, as well as those of the employees who make it possible.
To achieve this, we conducted interviews with staff members to understand their roles and work processes, and created a detailed mapping of the current customer journey. The priorities identified were then used to design a rigorous evaluation grid to assess and compare the various platforms available on the market.
Better equipped to serve its clientele
Thanks to this rigorous approach, the client obtained a clear view of its current situation and concrete recommendations for aligning its technology choices with its business objectives. The recommendations, based on real data, gave the company the means to offer an improved customer experience while supporting its long-term growth.
- Cree Nation Government
- Loyalty & Rewards Program
