Concierge

Customer experience where the key value is delivered manually with some supporting technology

Cost

Sufficient UI and supporting integrations must be built to support the customer service. There will be the human running costs as well.

Timing

Set-up time depends on the extent of the UI, but typically 2-3 weeks. Runtime depends on length of sales/service cycles.

Data strength

Given the customer experiences the core service/product and often purchases, this gives a good indication of potential traction.

Summary

Here, your team delivers the core value of the product or service, but in a manual format.  The entry and exit points of this experience may be digital (e.g. to acquire and onboard customers, and possibly make payments), but the key value exchange is done through manual processes and interactions.

This tests the customers’ satisfaction with and willingness to actually pay for the proposition, but without any significant investment in technology.  Additionally, this is an opportunity to refine processes prior to committing them to build. 

Variations

  • Testing multiple service variations
  • Testing across different pricing structures
  • Integrating surveys or interviews`
  • Integrating with journal experiments
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