Design for customer experience

Diseño para la experiencia cliente de FREED.

Designing people-centered experiences today is the focus of many organizations. Their experience, service, and innovation teams often dive into tasks such as defining customer profiles, mapping different trips with the company, and devising new ways to fill gaps in service.

Knowing that each person is unique and their relationship with a brand is subjective and depends on the context of use, at FREED we care deeply about discovering what happens to customers.

We are a multidisciplinary team and we apply the rigor of scientific research to discover the behavior of users with brands.

More than designing remarkable experiences, at FREED we aim to design FOR experience.

Design for memorable services and experiences

We apply proven methodologies and techniques, but we also experiment to find new applications and solutions:

  • Lean methodologies: constant validation and adaptation of the product or service according to what we learned about the users. This does not mean that we ask users what we should do, but we do care to discover their needs based on their behavior and data.
  • Agility in execution: there is no use planning without executing and facing the reality of the market. If you are looking for a supplier to have more discussion and planning meetings, you will not find one at FREED. But if you are looking for a creative, rigorous partner in permanent search for multidisciplinary solutions, let's talk. From devising an MVP to an e-commerce pilot project, our actions are concrete and measurable.
  • Experiments and learning: we know that there is no secret formula and that success usually comes as the result of discipline, constant experimentation and learning.
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Design for an omnichannel experience

People interact with a brand, not with contact channels. The contact channel itself is a concept created from the point of view of the company with a management purpose. In “multi-channel” companies, the different areas and service channels tend to live in silos, although there are entities and processes that articulate the relationships that exist between the channels. On the opposite side, when a brand designs for an omnichannel experience, the customer is at the center of any of their interactions.

Among other concepts, an omnichannel experience means:

  • Integrated interactions,
  • embedded transactional data,
  • integrated processes,
  • consistent content (about product, price, policies, brand),
  • content adapted to each stage of the customer's journey, to each contact channel and each touchpoint,
  • consistent image,
  • a channel mix - appropriate point of contact,
  • a similar level of services in all contact channels and
  • personalized service.
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