New Zealand Red Cross's First Aid unit wanted to develop a new strategic plan, based on a better understanding of their customer needs.
We conducted a 2-day workshop with the First Aid team to develop a detailed customer journey map for their first aid courses. The journey map highlighted the main pain points for customers and staff. These were prioritised and targeted in their strategic plan to create a better customer experience.
We also conducted workshops with customers to create personas that the team could use to improve their marketing and communications plan.
The journey map and personas together gave the First Aid management team a detailed understanding of how to improve customer experience and attract more customers in future. We then developed a visual roadmap for them to easily see key milestones and goals.
