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UX Research · Client & Customer Experience, DKSH

Rediscovering the end-to-end DKSH digital journey

A comprehensive research initiative mapping the full DKSH digital journey, identifying pain points, gaps, and opportunities across every touchpoint clients and customers experience.

Role
Senior UX Researcher & Designer
Methods
Journey MappingNPS & CSAT SurveyDesign Thinking WorkshopFocus Groups
DKSH client experience research field work Client and Customer Experience rediscovery initiative NPS and CSAT survey results Design Thinking workshop with stakeholders

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

Research roadmap

Journey Map

Mapping the client journey end to end

Client journey map

Primary Research

NPS & CSAT survey

NPS survey results CSAT survey results

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

All in one journey map combining research findings

Findings

Client pain points & recommendations

Client pain points and recommendations

Ideate

Moving forward with recommendations

Recommendations moving forward

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.

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