all around the country
among Polish gas companies
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.
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.
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.
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.
As an end-to-end solutions team, we partner with Clients to help them understand their customersAll services