Make customer progress your growth engine
The Transformative Customer Journey Design Framework.
Pursue the mission with the highest value creation -
help customers master their journey.
Become the most helpful provider.
- Encourage the start of journeys.
- Increase the number of value-adding touchpoints.
- Help customers overcome obstacles.
- Reduce journey abandonments.
- Earn the loyalty of your customers.
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Extend your impact beyond existing touchpoints
Implement the right measures with the help of a clear strategy.
- Deeply understand what customers want and need.
- Create unparalleled value by serving each stage and help customers overcome obstacles.
- Put marketing, sales, design and development at the service of achieving progress.
Use a strategy development process that creates mutual value
Leverage a framework that enables you to
- Gather powerful and applicable insights –
assisted (beta). - Identify behavioral patterns – assisted (beta).
- Use rational criteria to determine the greatest benefit of interventions.
- Support every stage of the customer journey with specific measures.
- Execute as one.
assisted (beta).Our method aims directly at developing a customer journey strategy, it is efficient and fast.
6 Best Practices - The Key to supporting Customer Journeys.
- Help customers to make progress, i.e. to successfully complete the customer journey.
- Understand what customers need in the 4 stages of the customer journey.
- Aspire to be the most helpful provider by developing innovative solutions and supporting needs development and acquisition.
- Ensure that your company pursues a joint strategy to help customers make progress.
- Uncover the factors determining the customer journey of which up to 90% are unknown.
- Tap into the only source of insights about needs, motivation, and context.
- Build on information you can trust – straight from the source.
- Learn about diverse experiences.
- Listen to stories to understand the meaning of the customer journey.
- Structure interviews into actionable data points.
- Filter out data without a clear meaning.
- Maximize utilization of the interview content.
- Provide easy access to interview data.
- Create insights from the data points.
- Map tasks customer try to accomplish to understand their complexity and purpose.
- Understand customers’ pains and gains.
- Create empathy with your stakeholders by illustrating customer journeys.
- Decide what customer needs to take on based on rational decision-making criteria.
- Prioritize needs based on their value for customers and your organization.
- Assess needs and decide jointly with all relevant stakeholders involved.
- Document your decision-making assumptions.
- Use the data and insights from your research to inform your strategy.
- Create strategy to support the jobs customers want to get done and the customer journey.
- Align product and service design, marketing and sales strategies around customer progress.
- Become the preferred provider by supporting customer holistically.
Choose Your Starting Point
Do you work for a a forward-thinking organization, consulting company, an agency? Develop a Customer Journey Strategy in as little as three weeks.
We are by your side
Achieve continuous alignment with customers
We help you transform to a customer-centric organization
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Testimonials
Working with unipro solutions enabled us to show our team the power of interviews to get customers to tell us about their lives, showing us real, unmet needs other data doesn’t contextualize. It gave us ideas for immediate improvements, but also long-term solutions we can pursue.
Jason GoodinDirector of Customer Experience Design and Strategy, Everwise Credit Union 
We applied the "Jobs to be Done" theory and "Customer Progress Design" methodology from unipro solutions to better align our product development process with the needs of end customers. We develop products with a focus on sustainability and circular economy (C2C) and by applying the methods we have learned what our customers demand and how we can help them to achieve it.
Markus SteckhanChief Strategy Officer WIK – ELEKTROGERÄTE Entwicklungs- und Service-GmbH & Co. KG 
Using the Jobs to Be Done approach has provided us with the insights we needed to focus our strategic measures where the benefits for our customers and our company are greatest.
Farkonda HaschemzadaSenior Director Corporate Strategy & Digitalization at Fraport AG 
Customer Progress Design allows the essential aspects of market research to be translated into a target-oriented and user-friendly concept. In addition, it ensures that the insights gained are used consistently and sensibly to align all levels of objectives of a customer-oriented company, from the mission to operational planning.
Prof. Dr. Dennis AlbertProfessor for Marketing Management and Innovation at Wiesbaden Business School 
The Customer Progress Design method helped us uncover the unmet needs of our target customers, without being distracted by our own biases. This approach helped us to “feel” the customer’s pain, discover great new product ideas and reprioritize our existing ideas.
David A. Bell, Ph.DChairman and CEO GrandCare Health Services, LLC 
We learned about the Customer Progress Design method as a systematic approach to developing a customer-centric strategy. We have been able to experience how this method can be used to effectively experience and map the reality of customers' lives. We can use these insights to develop product, marketing and sales concepts that bring real added value to our customers.
Ingo FuchsExecutive Director Remmers Group 
Our client expected Safari Consulting to provide recommendations for more effective marketing messages. With the Customer Progress Design method we achieved this goal systematically, customer-centered and fast. Along the way, we were able to deliver approaches for new strategies.
Stefan HochManaging Director Safari Consulting 
I don't know of any method that can get me faster to crucial customer insights.
Stephan AbelerConsultant for customer-centric transformation and COO of cxomni 
The jobs-to-be-done theory helps us to understand our customers better and to improve our products in a customer-centric way. In particular, the "Wheel of Progress" offers companies the opportunity to change their perspective. The Jobs theory approach holds great potential for companies.
Andreas KnuhrTeam leader of the Thuringian agency for skilled labor 
As a digital agency, DUMBO uses "The Wheel of Progress" to structure interviews and identify "Jobs-to-be-done". This way, we enrich our design process with a mental model that helps us gain qualitative insights repetitively and reliably without losing flexibility.
Robert GoeschCo-Founder & Managing Director DUMBO GmbH 
The structured customer research process based on The Wheel of Progress accelerates the time to turn the input from customers into actionable insights to improve the customer journey.
John GusiffChief Experience Officer, Customer Centric Solutions LLC 
Featured Case Study
io Health Tech
How “feeling” the customer’s pains helped to shape io Health’s home health documentation solution.
Why apply Customer Progress Design?
- Helps you to maximize the size of your serviceable market.
- Reduces your risk by deriving decisions from a collaborative and rational process.
- Ensures your decisions help customers and benefit your organization.
- Keeps you focused on helping customers move through the customer journey.
- Helps you get ahead of others by using hidden causal and contextual insights.
Start with Customer Journey Strategy Development
Each day of delay means
- missing opportunities and falling behind the competition,
- being disconnected from the changing desires of customers,
- continuing internal misalignment with customers.
Every day counts.
