The team and I followed three core activities through customer insight; customer interviews and observations, insight modelling and journey mapping. Provide Canyon with a well articulated customer-centric strategy means we not only need to explore customer insight but how this will start to have an impact on business transformation. Guide teams through workshops, design principles and persona tools to support an agreed picture of Canyon customers.

Creating a comprehensive research plan enabled smooth consistent communication between customers and stakeholders. Finding the ideal balance of contacting, asking questions about personal information and experience with the brand demonstrated a thought out interview experience. It was important for me to build rapport with customers, gaining key insight into their behaviours, desires and expectations.