Strong action plan and optimal user experiences

Danish Pressalit Care develope and market bathroom and kitchen solutions for people with reduced physical ability. At the same time, Pressalit Care always strive to develope and offer the best services. How do we ensure that the services match the customers’ needs – and, if possible, surpass expectations?

Pressalit

Results.

Customer journey uncovered

Insight into which services create the most value

Potential for improvement uncovered

Ideas for new services

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“We listen – because at Pressalit, we respect other people and their opinions. We enjoy the recognition we get for our efforts – and believe that we find strength in diversity.

We give… We play… We act… and we are always creating the most optimal customer experiences.”

Quote: Pressalit marketing

About the project.

When you are uncovering potential for improvement in existing and new services, it is crucial to explore customer needs. Pressalit Care asked design concern to take the temperature among professional user groups in Denmark, Germany, Sweden and the United Kingdom who are exposed to Pressalit Cares’ services. The company use many ressources on services, and it is therefore important that the services that are offered also create value for the customers.

In collaboration with Pressalit, we chose existing services for testing.

We subsequently developed interview guides for user interviews and examined the user groups’ (occupational therapists, architects and technical personel in public and private institutions) experience with Pressalit Cares’ services.

Through service design methods, we got closer to the professional user groups. And based on actual user needs, we create a foundation of knowledge which became indispensable for the development of the most optimal and effective services. Services which were targeted relevant partners in the value chain and created effective marketing and supported sales.

In the process, we also identified a series of ideas for new services which support and improve Pressalit Cares’ existing service concept.

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