Solving your customer’s problems with What Experience.
We bring the customer point of view to you.
Technical experts. Engineers. Business Owners. Masters of your domain.
From experts who need to understand existing customers better, to business owners looking to remove blockers, to solopreneurs just starting out. We can help with your customer’s experience.
Case study proof
Vegan Cafe in Glebe, Sydney
Improving a 5-minute process by 60 seconds represents 20% efficiency or 20% more orders.
We conducted a physical Customer Experience (CX) review using Kaizen and Service Design principles we identified errors and analysed human motion and bottlenecks. The data collected was used to influence the redesign of the cafe.
Outcome
Reduced customer wait-time for takeaway coffee by 25-60 seconds by:
1. Adding signage that clearly directed customers to the order and pick-up area (Cost: $40 for 2 sign letter boards).
2. Adding coffee cup sizes at order point to remove size/price question (Cost: 4 cups at 30c each).
3. Adding a Milk Type display behind the counter to speed make it easier for customers to choose (Cost: free, empty cartons).
4. Correcting flow of takeaway queue vs seating queue (Cost: free, moved host station).
5. Correcting window signage to improve service offering (Cost: $85 A1 and A3 poster Officeworks).
Total material cost: $126.20
Benefit
Improving a 5-minute process by 60 seconds represents 20% efficiency or 20% more orders.
Baseline: Average coffee spend in morning peak $4.50 x 500 customers = $2250
Improvement: $4.50 x 600 customers = $2700 ($450 increase)
Cost vs Benefit: $126.20 returned $450 or 3.5 x investment
Real results…
“Whether it’s problem-solving or getting a tonne of shit done, working with Kathryn catapults you into solution-focused, aligned action.
With one of the best commercial brains in her field, she’s comfortable with complexity and is able to view situations from multiple perspectives.
Quick to analyse and assess, she delivers both strategic and tactical solutions when required; all supported by her huge personal network of experts.”