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Designing a New Customer Experience

With the help of the LEGO® SERIOUS PLAY® method, the team at Mr. Bricolage in Plovdiv created a unified model for transforming the customer experience in the new store format. The workshop, facilitated by The Business Institute, combined innovative techniques that guided participants towards solutions based on collective experience and real customer insights.

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Goals

The primary goal of the workshop was to provide a platform for a deep understanding and transformation of the customer experience at Mr. Bricolage, aimed at ensuring long-term customer loyalty and satisfaction.

Specific goals of the workshop included:

Achieving a common understanding of customer needs and expectations.
Creating models of key customer interactions within the store.
Formulating strategic priorities for the development and optimisation of contact points.
Building commitment and a shared vision within the team for the new customer experience.

Target audience:
The workshop was targeted at the management and operational team at Mr. Bricolage in Plovdiv. Participants included individuals responsible for various areas of the store, with the aim not only of identifying challenges in the current service but also of proposing innovative solutions.

Design

The workshop followed a specifically developed design based on the LEGO® SERIOUS PLAY® method, comprising several key stages:

Introduction: An overview of the method and establishing a ‘flow’ state through activities designed to build communication skills and collective thinking.
Modelling the Current Experience: Formation of individual and shared models of the current customer experience, including an analysis of strengths and weaknesses.
Exploration: Examination of the factors influencing the customer experience and clarification of potential improvements.
Creation: Development of a shared model for the new customer experience that unites the team’s vision.
Conclusion: Discussion of the created models and formulation of actionable steps for implementation in a real-world setting.

Results

The workshop "Solving Business Challenges through LEGO® SERIOUS PLAY®" for Mr. Bricolage delivered significant outcomes that enhance and reinforce the vision for a new customer experience in the store. Key achievements include:

The formation of a shared vision for the new customer experience, which will help the team deliver a higher level of customer satisfaction and loyalty.
The development of a model for key customer interactions in the store, identifying both emotional and functional touchpoints that contribute to the overall customer experience.
Creation of customer profiles and an understanding of their needs—from those requiring expert assistance to those who prefer self-service—enabling the team to devise tailored service strategies.
Identification of priority actions and critical touchpoints, such as complaint handling, the checkout area, and specialised services (e.g. toning, design, framing), which require optimisation and improvement.
A focus on employee behaviour, with new roles and behaviours such as ‘Consultant-Expert’ and ‘Consultant-Assistant’ defined for various areas of the store.
The development of a strategy for quick and efficient service at the checkouts and complaints area, aimed at reducing grievances and optimising service time.
A concrete action plan for implementing the new vision for the customer experience, including the initiation of follow-up steps and the assignment of responsibilities within the team.
The creation of ‘shared models’ for the overall customer experience, which were visualised with LEGO models and discussed in detail to ensure better understanding and acceptance by all participants.

Facilitators

If you are interested in a similar programme, please leave your contact details so that we can get in touch with you.

High jumps are our business.

The Business Institute organises training through highly interactive and practical workshops, masterclasses, and comprehensive management programmes across various areas of business management. We provide bespoke training solutions and management consulting services.

office@thebusinessinstitute.eu
+359882924710, +359894590530

23a Frederic Joliot-Curie Str.
Sofia 1113, Google Maps

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