Custom Fleet
Project completed
November 2023
Services
Failure demand (identification of major service pain points) | Service lifecycle design | Service insights
Outputs
Service lifecycle architecture & thematic analysis of major failure drivers across the service
Creating the foundations for a Customer Experience design practice
Custom Fleet sought to become more client-centric by building foundational tools in experience design. To initiate this package of work, we conducted a study of their failure demand so we could better understand both the service experience and the major issues impacting the business.
A key output of the first phase of work, including consolidating product and service team functions into an over-aching Service Lifecycle. This framework sets the foundational architecture for future journey mapping and experience design. It breaks down the customer experience into seven strategic journeys from connecting to exiting, and the different ways customers can grow or optimise their fleets with Custom Fleet.
A case for Journey Management
Custom Fleet has embarked on an ambitious goal to become the most client-centric mobility company in Australia and NZ. To achieve this goal, they must dramatically transform their ways of working and embed design as a practice.
Journey management is a practice of driving Customer Centricity through customer Journeys; it enables the business to manage innovation and improvement through journeys as an ongoing management tool (rather than static maps on a wall or in a drawer).
