x
with top facilities and services
in the Mediterranean and Gulf region
on 2 continents
After many years of expanding its international marina network, D-Marin realized the key to accelerated growth may lie in digitization.
The company hired us to take a deep dive into their current offering and, if the data confirmed our assumptions, lead it through an ambitious digital transformation process.
Before we would write the first line of code, we needed to understand D-Marin’s current offering and explore the needs of its customers and employees.
Our goal was to analyze the company’s interactions with stakeholders across all touch points to reach actionable insights for D-Marin’s future in the digital world.
Our consultants set out to interact with the brand through every possible channel. We looked into D-Marin’s communications including all social media pages, website and print content, and e-mail marketing campaigns and notifications. We investigated the impact the company’s messaging had on its users and whether the communication strategy aligned with the brand and its business goals.
We started out by combining data from analytics tools with insights provided by the D-Marin team. Then, we researched real-life customer reviews and activity in marina-related social media groups as well as D-Marin’s own channels.
The information about the target group gathered in this process would later allow us to create proto personas and identify recommendations to improve their experience.
Our consultants got firsthand experience of all the stages of a D-Marin booking. We performed cognitive walkthroughs across every step, from planning out a trip through researching the offer, confirming berth availability, paying, and finally reserving a spot.
We also got in touch with multiple marinas and attempted to get assistance with a variety of real-life scenarios. Our final conclusions were presented to the Client as a customer journey map.
We managed to build a realistic user profile and understand how the company could serve its proto persona at a higher level.
Thanks to a holistic approach to customer experience, we were able to provide action points across multiple categories like marketing, communications, and user experience in
D-Marin’s channels.
This allowed the Client to focus on the low=hanging fruit first but also ensured the more difficult but higher ROI initiatives wouldn’t miss out from the long-term product development roadmap.
Some of the most important issues we discovered were related to the marinas’
main revenue generator: booking berths. Multiple problems were making it harder
for prospective customers to turn into paying guests of D-Marin’s facilities:
Still, we realized that an investment in digital transformation needed to be rooted in data.
Before the Client would commit to this ambitious project at full scale, our consultants performed market research and analyzed the state of the industry. Then, we developed a proof of concept to validate customer interest in a digitalized marina solution.
As soon as it became available, the feature was very well received by
the company’s customers.
The number of users who preferred to use the sleek, overhauled booking system grew by the day, which gave the green light for further steps.
The initial development plan we had discussed with D-Marin was now turning into
a full-fledged product roadmap, with all design decisions being rooted in our research.
The impressive success of the first, partial digital transformation of the B2C offering convinced the Client to decisively prioritize digitalization across the marinas’ operations
as well, and we would be there for D-Marin every step of the way.
communications channels analyzed
in-depth analytics reports
immensely successful proof of concept
CX recommendations
steps of booking process scrutinized
Future Mind has joined forces with D-Marin to digitalize everything about the marina industry.
Read MoreAs an end-to-end solutions team, we partner with Clients to help them understand their customers
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