brief and challenge
Defining and validating a new digital solution that would help DSM Engineering Plastics to gain market share and improve the relationship with their existing customers: Engineers from the Automotive Sector.
The goal was to become the top-of-mind supplier, by being close to the customer before, throughout, and after their buying process.
My role: Service Designer
the process
The first step was to make the as-is customer journey, which then became a service blueprint showcasing the activities and touchpoints the users go through in their selection and buying process. This made loop wholes and gaps visible.
outcome
By identifying internal strengths and weaknesses in relation to DSM’s processes and tools, it was then possible point out opportunities where they could leverage from those strengths and fill in the gaps from the customer’s journey.
outcome
The initial concept shifted from thinking of different digital solutions, to a Service with the basis of knowledge sharing and communication. By visualising a Service Blueprint, it was clear how by refocusing the internal activities that where already taking place, DSM would be able to better support their customers’ in the selection and buying process.
(The project is ongoing so next steps are still confidential).
