This wheel’s on fire!

Brisa Retail Service Design & Interior Design

Brisa, a division of Bridgestone, has the largest share of the wheels and tyre market in Turkey. Having identified that instead of having to visit several service providers for tyres, rims, batteries and oil, customers wanted an integrated after-sale service, Brisa launched Otopratik. I-AM were asked to analyse the customer experience and behaviours in the existing Otopratik branch interior design and to recommend improvements.

Customer Journey Analysis

Customers visiting the branches were asked to participate in a questionnaire in order to identify problematic stages of the customer journey within the branches. In a separate observation study, footfall and time spent by customers in each zone were measured and the behavioural patterns of the customers in different zones were identified. From these data the quality of Otopratik’s customer experience was assessed.

Upon concluding the research, I-AM shared their findings regarding service flows and store design with Brisa in detail. Suggestions were made for each problematic case and detailed developed work flow diagrams incorporating these suggestions were produced.

Brisa Customer Journey Analysis
brisa logo colour
What we did

Customer Journey Analysis
Experience Measurement
Behavioural Observation
Service Design
Experience Mapping
In-depth Interviews
Diagrammatic Flowchart

tttBrisa Customer Journey Analysis
Brisa Customer Journey Analysis
Brisa Customer Journey Analysis
Brisa Customer Journey Analysis
Brisa Customer Journey Analysis
Brisa Customer Journey Analysis
Brisa Customer Journey Analysis


We Create People Inspired Experiences

To talk to I-AM about how we can help your business adapt and design a brand experience that resonates with your consumers, please register your details below.
Want to talk to someone now?
Email or speak with Jen Kuhn by calling +44 (0)20 7613 4114

 





By submitting this form I agree to I-AM Associates Ltd. privacy policy and terms of use.
© 2019 I-AM. All rights reserved

We Create People Inspired Experiences

We will work with you to understand your customers and create a brand experience that will transform your business.


We Create People Inspired Experiences

To talk to I-AM about how we can help your business adapt and design a brand experience that resonates with your consumers, please register your details below.
Want to talk to someone now?
Email or speak with Jen Kuhn by calling +44 (0)20 7613 4114

 





By submitting this form I agree to I-AM Associates Ltd. privacy policy and terms of use.
© 2019 I-AM. All rights reserved