Client & Customer Experience · DKSH | Case Study

Why This Initiative

Why do we need a Client & Customer Experience reDiscovery?

Before redesigning anything, DKSH needed a clear-eyed view of the current state: where the digital journey was working, and where it was quietly losing people.

Rationale for the reDiscovery initiative

Roadmap

Researching against the hypothesis on MY HEC

Journey Map

Mapping the client journey end to end

Primary Research

NPS & CSAT survey

Complemented by a Design Thinking Workshop and a focus group with stakeholders and product managers, to pressure-test findings against internal perspectives.

Synthesis

All-in-one journey map

Findings

Client pain points & recommendations

Ideate

Moving forward with recommendations

Impact

Current Achievements in DKSH

Scale and ownership across the Client & Customer Experience Research Initiative, from research through to leadership-ready recommendations.

Led an enterprise-wide Customer Journey Rediscovery initiative covering 100+ customer touchpoints.
Mapped 120+ end-to-end journey stages across Client, Customer and Internal Operations.
Identified 60+ customer pain points and business improvement opportunities.
Analysed 200+ NPS and CSAT survey responses to ground findings in data.
Facilitated 15+ Design Thinking workshops involving Product, Operations and Business stakeholders.
Produced 40+ strategic CX recommendations.
Created 15+ customer personas, journey maps and service blueprints.
Presented findings to senior leadership, shaping the future product roadmap.

Key Takeaway

Multiple brains, multiple functions, one collective effort: this initiative shows my ability to run end-to-end UX research at enterprise scale: from journey mapping and quantitative survey work through to workshop-driven synthesis and stakeholder-ready recommendations.