Les Schwab Customer Experience Strategy
I led a project to re-think the Customer Experience for Les Schwab, a West Coast-based Tire and Wheel retailer. The goal was to create a vision for the experience to meet target segment needs and propel Les Schwab forward in the marketplace. The project involved extensive research including a competitive assessment, digital evaluation and ethnographic research that included customers, store staff and in-bay mechanics.
Ethnographic Research
Understanding the Service Process
Immersion into the vehicle service process was critical to gaining insights into the data collected about customers and their vehicles in order to develop a compelling CX vision.
Competitive Assessment
Analyzing the Competitive Landscape
Performed a comprehensive review of 15 Les Schwab competitors to understand customer experience offerings across the purchase and ownership phases.
Sample Screens
Experience Vision
Storytelling to Rally the Organization
Led the creation of an Experience Strategy to help the company visualize the experience and agree on projects and initiatives to achieve the vision.
Sample Screens
