Air Events, a leading hot air balloon company, was faced with a challenge to enhance its existing customer experience. Seeking to meet this challenge, they contacted Karl Mortier.  Step-by-step and goal-oriented, they set to work together on the power of visualisation.

Step 1: Gathering information

Karl started by analysing the current customer journey at Air Events. He conducted sessions with the Air Events team, listening to their stories and studying customer feedback. Using visual techniques, such as empathy maps and customer journey maps, Karl brought the customers' experiences to life and gave insight into their emotions and motivations at different points of their journey.

Step 2: Problem identification

With the information gathered, Air Events identified key areas where improvement was needed. As a Visual Storyteller, Karl used his skills to create a comprehensive customer journey map. This map visualised customers' interactions with Air Events and helped pinpoint pain points in their journey.

Step 3: Generating ideas

Karl then organised workshops with the Air Events team to come up with solutions. He captured these ideas in a visual format, using techniques such as sketchnoting. These visualisations helped the team stimulate their creativity and fostered in-depth discussions.

Step 4: Prototyping solutions

Karl led the team through the process of developing prototypes for the proposed solutions. Whether it was an improved booking system, a better communication strategy or a new way to involve customers more in the experience, Karl created clear and understandable visual representations of what these solutions might look like.

Step 5: Implementation and evaluation

Through Karl's unique approach as a Visual Storyteller, Air Events was able to not only increase their customer satisfaction, but also achieve a lasting change in their approach to the customer experience.

Book a meeting with Karl and see how he can help you map out your organisation's Customer Journey and Experience.