Stimmtag Company Presentation

1 Stimmt AG | Company and project examples

Stimmt AG, February 2011

Helmut Kazmaier | [email protected]

Stimmt AG | Company and project examples


Stimmt AG What we do, why we do it and who we are

Project examples What we did for our clients

Content


We believe that unique experiences will be a powerful way for companies to stand out in saturated markets

In saturated markets it is very difficult to stand out by products and services alone. Doing so by offering a unique experience is an attractive alternative.

Differentiated

Undifferentiated

Premium Market

Competitive Position

Pricing

Product

Service

Experience

Commodity

Source: Adapted from Pine, J. and Gilmore, J. (1999). The Experience Economy. Harvard Business School Press.


Stimmt optimizes interactions, products and services to support a defined experience

All activities are based on a sound understanding of the stakeholders, their goals and needs. The offering will be adapted, interactions between stakeholders and company designed to evoke a desired, consistent experience along all touch points.

Configure offering To evoke the desired experiences, silos need to

be broken down so that the offering can be reassembled along the customer journey.

Orchestrate touch points The company presents itself in a consistent and desirable

way and integrates seamlessly in the stakeholders lives.

Understand stakeholders What do they think or expect? How do they go about their tasks and how do they follow their goals? Which impact do positive or negative experiences have in this process?

Design interactions Design for customers, not for the company. The golden rule: Prototype, prototype, prototype.


A structured process and sound methodology help us to develop elaborate, high impact concepts

Our approach ensures that we tackle the right topics and implement them well from a customer as well as company point of view.

Set-up Understand Focus Create Verify Trans-

fer

focus on customer

motive interviews

Site visits shadowing personas

customer journey prototypes

focus groups prototype testing

user & task analysis

process testing


A selection of our clients: Actelion | Coop | Credit Suisse | Helsana | Kuoni | Mettler Toledo | Migros | NZZ | Raiffeisen | Schweizer Fernsehen | Swiss RE | Swisscom | Zürcher Kantonalbank | Zürich Versicherung

Team | We are an interdisciplinary team and work for a broad range of industries and clients

Stefan Leuthold Partner Dr. Phil.

Lukas Karrer Partner Dipl. Ing. ETH

Helmut Kazmaier Partner Dipl. Ing.

Glenn Oberholzer Partner Dipl. Ing. ETH

Gudrun Moeller Senior Consultant Dr. Sc. Nat.

Michael Svoboda Senior Consultant M. Sc. Business Informatics

Marc Blume Senior Consultant Certified Psychologist

Johanna Elster Senior Consultant Certified Media Scientist

Patrick Keller Consultant M. Sc. Psychology

Lorenz Ritzmann Consultant M. Sc. Psychology

Anke Frese Consultant M.A. International Information Management

Anita Stähli Specialist for Design & Research Methods Design Manager, B.A.


Stimmt AG What we do, why we do it and who we are

Project examples What we did for our clients

Content


Mettler Toledo | Corporate Website

Project-Team Lukas Karrer Glenn Oberholzer Patrick Keller Period August – November 2009

Task New concept for the design of the website and the most important workflows

through the site. Increase of the conversion rate through focusing on customer needs and a higher emotional value.

Approach   Competition screening   Two concepts elaborated based on software-ergonomic principles   Iteration and refinement of the concept in several workshops with all

stakeholders   Visual design of templates (external design-agency)

Result   New concept for the homepage as well as the product pages for numerous

divisions   High acceptance of the concept in the entire organization   Easy to implement screen-designs with a focus on usability, emotionality and

high conversion-rate.

Emotion und Conversion

«We have never been able to implement a web project so swiftly and with such high internal acceptance like this one. This is mainly due to Stimmt's sound methodology.» Michael Ries, Project Manager


Raiffeisen | The Future of Online Banking

Project-Team Helmut Kazmaier Glenn Oberholzer Michael Svoboda Period September 2008 – April 2009

Task One of the largest retail banks in Switzerland wanted an e-banking concept for the

year 2013. The goal: develop an e-banking strategy with a concrete roadmap.

Approach   Analysis of relevant societal, e-banking and IT trends   In a series of workshops with ca. 15 people, worked with the client to develop

“future personas” as well as an e-banking vision   A series of “get togethers” were also held during and after the project with

employees from all parts of the banking group

Result   Aligned cross-divisional strategic options from the user perspective with the

firm’s stated strategy for the next 5 years   Produced a brochure outlining the vision and roadmap

Create Online Banking from a customer perspective

«The collaboration with Stimmt on this project was both inspiring and profitable. The concepts we developed allow us to plan the future of our e-banking over and above the operative level.» Thomas Etter, Head E-Banking


Swisscom | Process design

Project-Team Glenn Oberholzer Johanna Elster Marc Blume Period October 2009 – January 2010

Task Comprehensive concept for the design of processes for a big telecommunications

company.

Approach   Interviews focusing on emotions with 20 customers   Deduction of experience guidelines for processes   Elaboration of optimal process   Implementation and Testing of a prototype (Swisscom)   Implementation of a pilot (Swisscom)

Result   Understanding customer motives within the context of the processes   Personas based on the motives   Guidelines for the design of processes   Optimized process with fewer calls

Process optimization in the telco industry

«Focusing on customer motives was well worth it: With the resulting guidelines we are now designing processes that allow a consistently good customer experience.» Project Manager


Swisscom | New cross-channel product

Project-Team Glenn Oberholzer Lorenz Ritzmann Period December 2009 – February 2010

Task Definition of the most valuable features from a customer‘s perspective in order to

prioritize implementation and marketing efforts.

Approach   Definition of personas and relevant customer journeys   Iterative elaboration of two customer journeys within the eco-system   Testing of the features through comic-strips through various methods

(Swisscom and an external company)   Evaluation and prioritization of the results (through Swisscom)

Result   Prioritized features from a customer‘s perspective   New business ideas   Augmented customer eco-system   Comic-strips of the features for two main personas

Customer Value Evaluated through Comic Strips


Insurance | Better Experience with Customer

Project-Team Michael Svoboda Glenn Oberholzer Period April – July 2010

Task Customer Service of a large Swiss life insurer needs to improve. However: A

common understanding about customers and the most effective areas of improvement is missing. The goal is to define initiatives that improve the customer experience while keeping costs under control.

Approach   Understand: Qualitative client study with a total of 23 interviews leads to 3

distinct user groups.   Ideate: In a 1.5d offsite workshop, design thinking methodology is used to

create 150 ideas and scenarios. Focusing on 3 main areas.   Prototyping: 20 prototypes are used to test ideas with clients and refine them.   Transfer: 9 are on a roadmap and are being implemented.

Result   Clear definition of distinct client groups based on behavior and high

acceptance within customer service   More than 150 ideas for a focused optimization of customer service for the

target groups – «enough for the next 5 years»   Roadmap for 9 initiatives. 5 of which being implemented by the end of 2010.

3 Months Walking in Customers‘ Shoes: 9 Initiatives

«The project has re-opened our eyes to understand our clients. We have worked out concrete improvements – I would do the project again in a second.» Project manager


Good customer experiences don‘t happen by accident. Stimmt.