How could we involve the front line of the company to design "The Customer Experience Guide"?
Our goal was to improve and develop guidelines focused on the customer experience to empower frontline employees (drivers and window sellers), cause they are in contact with the end user. "The Customer Experience Guide" of the ALSA workers was the result of agile research and of ideation and co-creation sessions that aimed to generate short and long-term solutions. This project was awarded in the DEC for the Best Employee Initiative 2016.
In the course of these dynamics, we worked a wide variety of strategic tools and methods that will help them to stand out from their competitors. Would you like to know more about Empowerment?