Omnichannel Experience Design
Omnichannel Experience Design
The beneficiary does not see the channels… He sees only one experience. We help you design an integrated experience across all channels, making each interaction a natural extension of the other.
What is the service?
A specialized consulting service that aims to design a unified and interconnected experience across all digital and non-digital channels that the beneficiary interacts with, whether they are electronic applications, websites, call centers, or field branches.
The service focuses on ensuring consistency, seamlessness, and ease in the beneficiary’s journey regardless of the channel they choose, thereby enhancing user satisfaction and trust in the service.
What do we offer you at Renad almajd?
- Current Channel Experience Audit
- Analyzing the performance of each digital and non-digital channel from the perspective of the beneficiary experience.
- Assess inter-channel interaction to identify integration and consistency gaps.
- Unified CX Blueprint Design
- Develop a unified experience model that connects all the touchpoints of the beneficiary.
- Identify messages, interfaces, and mechanisms that ensure a seamless and stable experience.
- 3. Channel Orchestration Design
- Build interconnected workflows that allow the beneficiary to start a transaction in one channel and end it in another without losing data or effort.
- Ensuring technical and experiential integration between different channels (Web, App, Contact Center, Physical Branches)
- Seamless & Responsive Experience Design
- Design interfaces and user experiences that adapt to all devices and platforms.
- Testing the user journey to ensure that it is free of interruptions or duplication.
- Designing a Unified Digital Identity & Access Experience
- Designing a Single Sign-On (SSO) experience that supports seamless cross-channel switching.
- Enabling the beneficiary to track their transactions across different channels in an integrated digital environment.
- Omnichannel CX Testing
- Conduct realistic tests of beneficiary journeys between channels to verify the effectiveness of the design and integration.
- Collect and analyze feedback to improve performance before launch.
The added value of your organization
Thanks to this service, the entity experience transforms from discrete interactions to a unified and comprehensive digital journey, achieving the following:
- Increase beneficiary satisfaction through a seamless experience free of duplication or interruption.
- Improve operational efficiency by reducing double voltage and data redundancy.
- Promote loyalty and trust through a unified experience with a consistent corporate character.
- Supporting the goals of national digital transformation by building interconnected channels that are compatible with digital government standards.