Holland America Customer Journey Mapping
Define Holland America's customer journey across multiple touch-points and provide recommendations
1. Stakeholders Workshop:
Led 2 day onsite workshop working with different stakeholders from various departments (i.e OBR, Analytics, Loyalty). This allowed my team to better understand the business requirements, user needs and existing customer journey.
2. User Personas and Customer Journey Maps:
We reviewed user segmentation data and interviewed users to create user personas which we would then tie back into a customer journey map to identify pain points and areas of opportunities.
3. Recommendations and Strategies:
Through the customer journey maps, we looked at areas of Holland America's impact against user needs and implementation feasibility to provide recommendations. These recommendations would also tie into various strategies including email, chatbots, machine learning in addition to website/SEO related enchancements.