Designing meaningful Customer Journeys with impact
As the leading center of expertise for diagnostics of and living with a visual impairment, Bartiméus is committed to helping people who are blind or visually impaired to live life as they want to. People with a visual or multiple disability can live at Bartiméus, receive education, or receive support related to work or other activities in daily life. By offering this type of support, Bartiméus wants to contribute to a good life for people who are visually impaired or blind, of all ages, and at all stages of life. The needs of the different client groups are the focal point for this center of expertise.Altuïtion became involved with Bartiméus when the organization decided to conduct a Customer Journey study and was looking for a partner with expertise to train their staff to perform this research. Together, Altuïtion and Bartiméus started a training program that ran parallel to the development of a first important Customer Journey. Two of their employees were fully trained in the Altuïtion philosophy on emotional customer experience and charting the Customer Journey. During their training program, they were tasked with defining their first Customer Journey: “The first four years of my child's life with severe multiple disabilities in addition to a visual impairment.”
The results of this first Customer Journey enriched the knowledge that the organization already had. Altuïtion's specific methodology – to make the subconscious emotional customer experience central in decision-making – has since acquired an important place at Bartiméus, which will continue working with research into customer experience and customer journeys.
In the first half of 2018, the two trained Customer Journey ESPE™ Masters also completed a train-the-trainer program with Altuïtion. With the help of Altuïtion, they provided training for five other employees at Bartiméus. In two teams, they developed two new practical customer experience journeys that ran parallel to the training modules. One Customer Journey was aimed at young people with the theme “Preparing for an independent life during high school.” For the other Customer Journey, employees entered into dialogue with elderly visually impaired people who live independently. This ensures that the knowledge and experience needed to create Customer Journeys is embedded at Bartiméus.
But, as the organization is aware that the client will not benefit from only describing the Customer Journey, Bartiméus started with implementing the ideas from the first Customer Journey in 2018. As of 2019, this will be accompanied by the implementation of the ideas from the other Customer Journeys.
