At Ikabo I was the Head of Customer Experience, and my role involved a large variety of tasks ranging from product strategy definition and primary research through to user testing and working with our customers to ensure our pipeline of feature updates remained customer driven at all times.
I worked with the Head of Platform to perform research on competitors, product placement within the market and define the key feature sets we wanted to explore. I sketched out user flows and created wireframes and storyboards so that the holistic customer experience could be considered and I performed primary research to define user needs at each of the stages in their journey starting and the purchase of the product.
Our aim at Ikabo was to build relationships with our customers, and to teach valuable skills and techniques along the way so that not only were our clients successful in the projects that they ran, but they were able to run their own ideation sessions and utilise creative thinking techniques in their future work.
Key activities performed:
- Product strategy
- Sketching
- Wireframing and Storyboarding
- Customer Journey Mapping
- Stakeholder and customer workshop facilitation
- Competitor review
- Persona development
- User testing
- Developing 'How Might We' questions for ideation
- Persona development
- Responsive UI design
As Head of Customer Experience I was involved in all stages of development of the product and always pushed to create the best possible experiences for our customers. Every interaction from a customer’s first visit to the website through to retrospective sessions at the end of projects were a part of my mandate.
Using the information gathered from customers at all stages of their interactions meant that our entire product roadmap was driven by customer needs and wants, and we were able to provide customers with a best-in-class customised product experience that grew as they grew.
I used all of the information available to me to make day-to-day decisions, often referring back to website analytics, customer feedback or competitor reviews to inform decisions and the voice of the customer was a living in every piece of work we undertook.
Having the ability to map an end-to-end customer journey and influence the direction the product was heading, meant that the experience we offered was one of our biggest points of differentiation. It was one of the things that stood out to customers as a reason to keep coming back. It was clear that we cared about our customers’ success above all else, and it was an honour to do so, we considered every piece of feedback a gift and we used it to create a better product in the future.