Bringing customers to employees with room design

Creaholic’s Sabine Hug and Angela Haas worked with the ewb team to design, produce and install graphics that would remain relevant in the long-term. They decided on three main impulse areas:

Where customers are based

Knowing not only who customers are but also where they work and live is essential for great customer experience management. In this design, Sabine visualised the areas in the city of Berne to show the size of the neighbourhoods.

How customers get in touch

The CX team believes it is important for all ewb employees to know which channels customers use to contact the company. For example, ewb receives 66,000 emails from customers per year and 3,000 letters by post. How customers communicate with the company and what kinds of questions or requests they have is powerful knowledge. It opens the door to new ways of doing things, which fosters innovation in service design – ultimately making things better, smoother and more efficient for everyone.

Making numbers tangible

Intriguing facts and figures enhance designs with interesting insights from various initiatives and impulses for new products and services. This gives employees food for thought and inspires them to recognise the value of the data. The relevance of the numbers is increased because they are clearly embedded within a customer experience context. These bits of did-you-know information are printed on magnets, so the CX team can easily swap them out to be sure that colleagues are always looking at the most up-to-date information available.

After the spaces at ewb’s three office locations were enhanced, the CX team noticed more spontaneous conversations related to the figures presented. These facts draw people to the graphics, and the presence means people from all teams have a better understanding of ewb’s customer base. Another highlight is an increased understanding of the CX team’s plans to simplify processes internally (for colleagues) and externally (for customers). The space design is key to incorporating CX into the culture and the team expects the impact of its impulses to steadily increase over time.