Customers crave tailored experiences that feel personal and relevant from the start. To address this, I facilitated co-design workshops with stakeholders and conducted a comprehensive validation survey with users. This process uncovered critical insights into user preferences and expectations, providing a clear direction for how The Lott can deliver meaningful, personalised interactions from the very first engagement.
After conducting stakeholder focus groups, we identified a small set of personalisation questions to ask new members. But the journey didn’t end there—now, we needed to understand how likely customers were to share their data, what might hold them back, and what they’d want in return for sharing their personal information.
I recruited customers for co-design workshops, creating a space for them to share how they feel about data sharing and what they expect in return. These sessions were crucial for uncovering real insights into customer comfort levels and motivations. To ensure these findings were robust, we followed up with an online survey to validate the themes that emerged from the workshops.
The insights were eye-opening: almost 90% of customers aged 18 to 29 felt comfortable sharing their information with us. This high level of openness presents a valuable opportunity for our business to build strong, personalised relationships with younger customers, who are notably more willing to share personal details than other age groups.
'Hopefully use it to provide me with better service and information that's important to me." - Customer
