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.
