Customer Journey Concept & UX
Customer journeys where decisions are easy to make
Our large behavioral design unit develops customer journeys that not only feel easy, but are also proven to be more successful. Customer goals (UX) and business goals (sales) become one.
Our Promise
With our PsyConversion® methodology, we are leaders in behavioral science in digital business. >140 projects prove it: That’s how customer journeys with optimal user experience and business performance work.
Deep Dive
Our services in detail
- Creating a data basis: Defining success and measurement
-
Strategy and measurability of the optimization measures form the framework for our joint optimization cycle. Together, we define goals and success metrics against which we are happy to be measured. If necessary, we optimize your tracking setup and develop reporting cockpits for your digital measurement model. This will give you decision-making security for all conversion optimization measures in the future.
- Understanding users: Persona definition and decision bottleneck analysis
-
Through the conceptual or empirical development of needs-based personas, we develop a precise picture of your target groups and use user decision mapping to gain an impression of user decision bottlenecks along the customer journey. This is were we find the answers why 98 out of 100 visitors do not convert. Finding conversion killers in the form of decision bottlenecks is the basis for the subsequent behavioral customer journey design that truly focuses on people and their needs.
- Designing behaviorally: Behavioral customer journey design
-
To optimize or redesign digital touchpoints, we use our proprietary PsyConversion® framework — as a full-service solution or in workshops with your teams. The result is a detailed concept for each customer journey and touchpoins based on behavioral economic patterns. The concept can be used directly as implementation briefing in visual design. If desired, we can supplement the concept with derived behavioral design principles for content and design that will serve as future guidelines for your editors and content creators.
- Establishing experimentability in the company
-
Scientific evidence and our experience from more than 140 projects form the basis for convincing hypotheses. In the medium term, however, thinking in terms of variants and tests must become part of your company’s DNA — we call this a “experimentation mindset”. Depending on your needs, we can help you set up a testing and experimentation infrastructure including prototyping, A/B testing and related CRO processes. We motivate the teams, guide the transformation and provide interim leadership.
- Sustainably enabling employees
-
In impulse sessions, we introduce your employees to behavioral design and the PsyConversion® method for customer journey optimization. In addition, we support the implementation as change managers and sparring partners with on-the-job training or develop work processes directly with your teams. Particularly ambitious teams can also participate in one of our certified coaching programs.
Our Aspiration
We don’t like to talk about ourselves. But our customers do.
“GJust what I was looking for: Optimizing our customer journeys with behavioral economics AND introducing the entire team to the methodology.”
Andreas Reschner
Senior Customer Experience Manager, E.ON
“Together, we’ve been able to emotionalize our online shopping experience while significantly improving the way we sell.”
Stephan Lahrssen
Int. Head of Online-Marketing & E‑Commerce, HAIX
“elaboratum analyzed our CX at breathtaking speed and achieved a significant increase in conversion.”
Fynn Monshausen
Head of Digital Sales | ROLAND Rechtsschutz
Discover how your customer journey is given wings with PsyConversion®.
Let’s get down to business
Rainer, what does really matter?
After >1,000 projects for >350 customers, we know the real success factors in digital business: scalable technologies, a meaningful database and behavioral insights for true user understanding. Whoever masters this wins the game.
