I-AM challenged our assumptions. The team was critical to us finding the right consumer insights to develop a new service design and create great value for customers.
Cem Sakarya Customer Experience Management UX Manager

Turkcell Customer Experience Journey Mapping

Turkcell has 35.2 million subscribers throughout Turkey.
With a network of over one thousand stores, the company has
the largest retail network in Turkey’s communications industry. With the rise of smartphone use, contracted device sales have become the cornerstone of total sales in store. Therefore,
Turkcell wanted to offer the most pleasant customer experience to contract device customers.

Identifying Problems

I-AM were appointed to identify problems throughout the process and solve them in a user-centred way. I-AM addressed problems such as waiting time, the necessity to interact with multiple employees and the congested circulation in stores. A set of recommendations were generated via two approaches: by taking the identified pain points in the customer flow as a starting point, and then by looking at the defining moments in the customer journey, and aiming to turn these into magical moments.

Following a workshop with Turkcell employees from a range
of different departments, the most popular recommendations were chosen for further development and implementation in Turkcell stores.

What we did

Experience Mapping
Service Design
Contextual Inquiry
In-depth Interview

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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