The COS team felt they had a good grasp at how customers behaved within individual channels but wanted to understand better the multi-channel behaviours.
Rather than going through a time-consuming research and mapping exercise, I set up a workshop with the different channel experts of COS.
Using the LEGO® Serious Play® methodology I facilitated two workshops, with two different groups of participants, where they mapped out high-level journeys to discover where there were crossovers and/or points that lend themselves to engagement.
The result was a strategy map that helped different channel owners spot and drive opportunities cross channels. Using two groups also highlighted some surprising commonalities pointing to key moments in the customer’s experience.
