As part of the engagement, the Fjord and Customer Experience team
worked closely together to transfer and cross-pollinate design
thinking skills and domain-specific knowledge. Specifically for the
Customer Experience team, it was to have a better understanding of
how best to use ‘Design Thinking’ methods within the wider
organization, empowering them to take ownership of the customer
experience and be the voice of the customer in current and future
STARTING FROM THE BASICS
From creating discussion guides to interviewing customers to
synthesizing the findings, the Customer Experience team was taught
on the intricacies of the design process. This often started as a
mini theory session before doing hands-on practice in the field.
Side by side, both teams conducted field observations at the lounges
and service centers, interviewing stakeholders, staff and customers
to get a better understanding of the needs and pain points of both
the business and the customers they served.