Legrand AV

Customer Experience

A 360-Degree view of the customer journey

Legrand AV, the parent company of leading audio-visual brands, sought to evaluate current customer experiences and pinpoint opportunities to positively impact services across its brand portfolio.

Approach & Methods

Working with one other researcher I led field studies to observe and understand key touchpoints Legrand's customers had with support staff, products, and services. The research provided a baseline for understanding the scope of consumer needs, experiences, and expectations.

We attended sales meetings to gain a deeper understanding of the start of the sales cycle. By observing customer service calls, we were able to learn about the spectrum of customer inquiries and hear about solutions to common customer questions as well as ones that challenge expectations for agent call volume.

We also had one-on-one conversations with specifiers, engineers, installers, and end users, which helped build a better understanding of customer pain points experienced while interacting with each of the brands.

Journey Mapping

Documenting the insights gained from customer and staff interviews revealed periods of success, pain points, friction, and gaps.

These discoveries led to the creation of a comprehensive hybrid journey map/service blueprint that systematically organizes the key touch points, falloff points, and feedback loops throughout the entire customer experience.

Personas

Qualitative research with Legrand's staff and customers allowed us to identify unique customer roles and needs.

The results of this work led to the development of persona-based journey maps, which enabled client teams to more deeply understand the diverse experiences, interactions, and needs of each customer segment.

Outcomes & Impacts

Insights from the research helped to prioritize further improvements led by the Legrand customer experience team. Additionally, ongoing research efforts are conducted regularly to evaluate progress and identify areas for improvement.

Online and Offline Impacts

Guided by this work, Legrand began work to consolidate its branded web experiences into a single, cohesive digital platform. Other long-term changes included optimizing offline customer touchpoints like return and replacement processes.

Radical Collaboration

To foster more effective collaboration, the company implemented a design thinking training program.

Recruiting Internal Champions

By adopting a team-based approach, a diverse group, including finance and fulfillment members, now work together to close gaps in service delivery.

Continuous Improvements

Regularly revisiting the qualitative research helped the team to understand the impact of their improvements, identify areas of the customer experience that need further attention, and track how customer needs and expectations shift over time.