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Digital Advisory CX Strategy Retail
Jakub Nawrocki
Digital Transformation Retail
Paweł Wasilewski
Values People
Tomek Jurek
Digital Advisory M-commerce
Izabela Franke
Digital Advisory UX research
Jakub Nawrocki
News Retail Technology
Paweł Wasilewski
Explore all insights

Featured Insights

Customer experience audit for MOYA, the fastest growing private gas station chain in Poland

Coop Logo (5) x Future Mind
CS moya Main banner

Client

Fastest growing gas station chain

in Poland

Over 400 branches

all around the country

Award-winning brand

among Polish gas companies

Industry

Oil and gas

Objective

MOYA initially approached us for an audit of its online customer service, but as the project progressed, it evolved into a comprehensive assessment of their B2B offering and customer experience across all online and offline touchpoints.

CS - moya - Graphic Template

Challenge

  • Support the Client’s performance and adoption
  • Identify ways to create a consistent customer experience across both online and offline touchpoints
  • Discover solutions to enhance the usability of the Client's offerings

Scope of work

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Discovery & UX Research

  • customer journey map
  • AUDIT & COGNITIVE WALKTHROUGH
  • USER RESEARCH
CS_moya

Exploratory research helped us understand MOYA’s customers and identify the main CX pain points,

necessary to devise a comprehensive user research plan. To validate our hypothesis and gain further insights, we conducted 13 surveys and 9 in-depth interviews with existing MOYA customers, as well as 10 interviews with potential MOYA customers who had utilized similar services provided by competitors.

moya

We created a customer journey map for each defined persona,

based on the exploratory user research. The customer journey maps explicitly depicted how customers assessed MOYA’s B2B ecosystem.

Additionally, we prepared a comprehensive set of improvement recommendations, categorized as either quick wins or long-term goals for each touchpoint.

moya-1

Having audited MOYA's multiple online and offline channels,

such as customer service web platform, traditional phone customer service, mobile application, and clerk desks at the Client’s physical gas stations, helped us develop an optimal communication strategy.

After using the Client’s services and seeing them from the perspective of end-customers, we were able to prioritize tasks, understand the target audience, and design effective communication channels for MOYA.

Results

The comprehensive customer experience analysis allowed MOYA to understand the needs and expectations of their customers.


  • Prepared a comprehensive assessment of MOYA's services to help the Client develop short-term and long-term B2B strategies
  • Identified needs of MOYA's end-customers
  • Obtained insights that enabled MOYA to tailor their digital services to business customers

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Services

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izabela franke

Izabela Franke

Head of Advisory
izabela franke

Izabela Franke

Head of Advisory
Żabka Jeronimo Martins LPP YouGov Virgin mobile Generali Singify Super Pharm
We engineer
digital business

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