Building the 'Movio way'

Our first step in establishing the 'Movio Way' was to build a clear picture of the current situation. By working directly with Movio staff, conducting interviews with key stakeholders and educating ourselves on the features of the Movio Software, we were able to define the business and design challenges and create both context and actionable aims for the project.

Once we had defined the scope of the project, we reached out to Movio's clients, setting up client interviews and conducting Conducted Net Promoter Research (NPS). This allowed us to collect the vital consumer verbatim that are essential to creating compelling, customer-driven, CX initiatives.

By amplifying the Voice of the Client and mapping the current customer journey in detail, we were able to highlight areas of customer frustration and connect them to specific touchpoints.

These insights were transformed into a set of actionable initiatives that would form the building blocks of the exceptional customer journey Movio wanted.

While our research indicated that Movio's customers were generally satisfied with their products and services, 'satisfactory' fell well below the standard Movio was keen to deliver.

Our research had made it clear that, while the passion of individual Movio representatives resonated with their customers, a lack of a cohesive CX strategy and issues with transparency, invoicing and software updating were preventing them from delivering a customer experience that matched the world-class quality of their platform.

Building on the insights uncovered by our customer-focused research, we created a set of seven actionable initiatives that would define the new and improved 'Movio Way.'

These initiatives were tied to the seven critical phases of the customer journey and solved individual issues while still creating a cohesive and consistent approach to Customer Experience Management across the business.

This unified stratagem allowed all of Movio's client representatives to pull in the same direction, eliminating friction points on the customer journey and closing business blind spots.

By recreating the 'Movio Way' as an adaptive, cohesive and customer-driven program, Proto enabled Movio staff to deliver a customer experience that was as empowering and delightful as their product.