Customer Experience Strategy for Lely

The design challenge: How should Lely’s channels & touch points (online & offline) for sales, support and operations align to facilitate a consistent and user friendly experience? My role in this project was to conduct interviews with internal stakeholders and customers. I also visited different types of farms in the Netherlands for a contextual inquiry. The insights from research were presented in an Experience Map that reflected the current ‘'flaws’' in the customer experience and the desired experience including the services, interactions and systems that are needed to build the desired customer experience. The Experience Map served as an important overview for the internal roadmap for the future. If you want to know more details about the background of this project, drop me a line :)