Many companies are currently embracing the Design Thinking methodology. Below, learn about two significant success stories.
Toyota: Customer Service
To improve its customer service, Toyota used Design Thinking. The most common complaint it received was about the wait time customers had to endure to receive service. Most customers stated they had to call several times to resolve a problem.
Toyota analyzed its employees' work routines and its customers' situation. Identifying the various buyer personas helped identify one of the root causes of the problem: the operating system for providing support.
It was then that Toyota decided to redesign the user experience and change the service software.
mom database Airbnb applied Design Thinking to improve its services and achieved overwhelmingly positive results.
To adapt to their customers' needs, it was essential to listen to them. And so they did. Their employees began traveling the same way their users did and shared their experiences.
In this way, they were able to create a customer journey very similar to that of their clients. Thanks to this level of identification, all processes were optimized and the company grew significantly.
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