Tadım, founded in 1971 & is the leader in packaged dry fruits & nuts market in Turkey, has worked with Labrys to design target persona and for customer experience journey mapping workshops. All 7 sessions were totally held remotely in the COVID-19 lockdown period, which was a genuine approach and turned out to bring efficiency into the process, as the brand increased its focus on strategic initiatives apart from day-to-day workloads during “work from home” moments.
It was an initial step for designing a renewed Digital Customer Experience (DX) Strategy, and four distinct personae were worked out during the workshops, starting with the analysis of field research and creating empathy maps with candid discussions, resulting in company-wide “social contracts” on agreed personae canvases. Then a customer experience journey map was worked out for one of the personae in detail, paving up the way for designing new approaches in reaching out to consumers.
Finally, a “Data Sources & Touchpoints Workshop” was conducted to determine how to overcome the obstacles of an FMCG company to get in touch and engage with its consumers in the long-term. A detailed final report, with a CX and Marketing Technologies Architecture recommendation, was presented at the final stage to summarize the work done and establish a roadmap for the next phases.