The road to innovative customer experiences

Air Events, a leading hot air balloon company, was faced with a challenge to enhance its existing customer experience. In their pursuit of this challenge, they contacted Karl Mortier, Visual Storyteller.

Step 1: Collect information

Karl started by analyzing the current customer journey at Air Events. He conducted sessions with the Air Events team, listening to their stories and studying customer feedback. Using visual techniques such as empathy maps and customer journey maps, Karl brought the customers' experiences to life and provided insight into their emotions and motivations at different points in their journey.

Step 3: Generate ideas

Karl then organized workshops with the Air Events team to come up with solutions. He captured these ideas in a visual format, using techniques such as sketchnoting. These visualizations helped the team to stimulate their creativity and fostered deepening discussions.

Step 4: Prototyping Solutions

Karl guided the team through the process of developing prototypes for the proposed solutions. Whether it was a better communication strategy or a new way to engage customers more in the experience, Karl created clear and understandable visual representations of ideas.

Step 5: Implementation and evaluation

Karl's unique approach as a Visual Storyteller allowed Air Events to not only increase their customer satisfaction, but also realize a lasting change in their approach to the customer experience.