A major UK rail operator asked us to investigate the...
Experience Lab is part of Serco Group plc.
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The airport authorities wanted to understand their customers and update their services. It was important for them that there was a shared customer service vision amongst employees and they wanted to create an organisational structure which allowed for a holistic approach to customer service.
To understand the customer experience of travelling through airport, we conducted desk research, on-site observations, mystery shopper activities and focus groups with staff members.
The findings of these research activities were captured as customer journey maps, to indicate the type of support needed by both passengers and customer service staff throughout each journey.
We re-designed the service delivery model, including how agents were managed, hired, trained, the tools they had available and how and where they were deployed.
We created a roadmap for improving Dubai Airport’s customer satisfaction and loyalty.
This roadmap incorporated solutions that we had developed from our research incorporating technology, training, intelligent rostering and a detailed behavioural charter.
A major UK rail operator asked us to investigate the...
A major UK rail operator asked us to investigate the...
We worked with a major European Transport Operator to understand...
A user experience project on a global scale, providing actionable...
We conducted a user research programme to drive both business...
As leading experts in user research, we were asked by...
We were asked by Scottish & Southern Electricity Networks (SSEN)...
Our research for a global marketplace provider drove their improved...
An international telecoms provider wanted to gather user feedback on...
A leading social media company formed a new team within...
The airport authorities wanted to understand their customers and update...
An international integrated payments company asked us to explore the...
UK
Crowne House, 56-58 Southwark Street
London SE1 1UN
Australia
Level 14, 535 Bourke Street Melbourne Vic 3000
Middle East
Rolex Tower, Sheikh Zayed Rd, E11, Dubai
Middle East
8793 Riyadh Front, Unit S7, King Khalid Int. Airport District, Riyadh, 13413-3718, KSA
Experience Lab is part of Serco Group plc.