Heurisitic Analysis
Purpose: Understand performance of industry competitors & define improvement opportunities
Approach:
- Development of heuristic scorecard for 10 customer journeys, containing 150 heuristics.
- Research phase analysing 8 brands against this scorecard.
- Implementation workshops to define priority of improvement recommendations and align roadmap
Output:
- Heuristic performance scores of key customer journeys
- Benchmarked scores vs key competitors
- A list of improvement ideas against each customer journey
