ANTENORE

After observing our client’s customer experience, we proceeded with the mapping of potential purchase scenarios in order to obtain a solid basis on which to build the analysis and plan the intervention. By designing the procedures common to the Oknoplast purchasing experience, surveys were carried out in the form of mystery shopping which involved the stores in the network and direct competitors in the reference sector. Through this process, we identified the points for improvement and the critical areas of the customer’s purchasing experience, presenting the company with a table sharing what emerged during the analytical phase.

Following the exchange of information with the company’s key people, in a first phase we proceeded with the implementation of the changes in the structure of the design. Subsequently, larger-scale in-store observations were carried out to confirm the data obtained previously and to obtain even more precise and detailed quantitative analyses. We detected all the sales points throughout the national territory with the support of an ad hoc data reprocessing platform, the main purpose of which was to contain repositories of the findings and to process them in the form of analytical reports.

Through these processes, we presented the Oknoplast company with reports containing quantitatively greater and qualitatively more reliable data. The use of an ad hoc platform made it possible to summarize, share and visualize the results of the analyzes carried out during the surveys.