Consulting service: Omnichannel journey

Evaluate your experience as a whole by including different points of contact

The user experience is not limited to a digital interface. It goes beyond and will be impacted by all the online and offline points of contact that the user will have with a brand.

For example, you can have the best website possible, but if your in-store experience is not satisfactory, the user will not complete their journey or come back.

To improve both your conversion and your retention, it is essential to have an overview of the customer experience and to identify all the points of friction encountered on an omnichannel journey.

Study objectives for an omnichannel path

(non-exhaustive list of examples)

Understanding the point of sale or customer service experience
Identify the points of friction of a customer journey in its entirety
Provide an optimal and consistent customer experience regardless of the channel

Involve different teams to promote a transversal approach
Increase the value of UX internally beyond digital
And many others depending on your project

Do you want to test an omnichannel journey?

Request a tailor-made proposal

Your deliverables

(non-exhaustive list of examples)

User verbatim illustrated with photos taken at the point of sale
An overview of the journey and the points of contact
Recommendations to promote conversion
A map to prioritize your areas of optimization

Discover our customer case on an omnichannel journey

The Fnac Darty group has set up an omnichannel test to test the entire experience of the WeFix brand.

Fnac Darty case study

An omnichannel study project in practice

Starting at 2 weeks
Starting at €9,500
- Europe
- North America
- Asia
- BtoC targets
- Digital projects
- Non-digital projects

Example of UX method

Each process is tailor-made according to your needs.

Define study objectives Framing
Evaluate an omnichannel shopping journey A moderated user test done in store
Identify the friction points of the experience UX analysis
Involve the different teams in the areas of optimization Presentation of results

Fnac Darty consulting service at Ferpection

"Ferpection allowed us, in an extremely short time, to verify that the customer experience offered by WeFix was in line with the assumptions of our business plan."

- Régis Koenig, Director of Service Policy and Customer Experience, Fnac Darty