Experience strategy
Experience strategy is the practice of designing and managing customer interactions across all touchpoints to foster loyalty and achieve business goals. It's about understanding your customer's journey and optimising every interaction they have with your brand, whether it's on your website, in your store, or through customer service.
A strong experience strategy ensures consistency and creates a positive, memorable experience that sets your brand apart.
What to look for in experience strategy freelancers
When hiring an experience strategy freelancer, look for a proven track record of delivering successful projects. A strong portfolio showcasing diverse projects is essential.
Seek out freelancers who demonstrate a deep understanding of user-centred design principles, customer journey mapping, and service design. Excellent communication and collaboration skills are crucial, as they'll need to work closely with your team and stakeholders.
Main expertise areas
Experience strategy encompasses several key areas. When briefing a freelancer, consider which of these areas are most relevant to your project:
- Customer journey mapping
- User research and analysis
- Service design
- UX/UI design
- Content strategy
- Workshop facilitation
- Stakeholder management
Relevant interview questions
Here are some questions to ask potential freelancers:
- Can you describe your process for developing an experience strategy?
- Tell me about a project where you had to overcome a challenging customer experience issue.
- How do you incorporate user feedback into your work?
- What tools and techniques do you use for customer journey mapping?
- Share an example of a project where you successfully improved customer satisfaction or other key metrics.
Tips for shortlisting candidates
- Review portfolios carefully, paying attention to the freelancer's role in each project and the results achieved.
- Look for case studies that demonstrate a clear understanding of the client's business objectives and how the experience strategy addressed them.
- Check testimonials and references to gauge their professionalism and communication skills.
Potential red flags
Be wary of freelancers who:
- Lack a clear process or methodology
- Overpromise or make unrealistic claims
- Don't ask clarifying questions about your business and target audience
- Present generic solutions without tailoring them to your specific needs
Typical complementary skills
Experience strategy often goes hand-in-hand with skills like:
- UX/UI design
- Service design
- Content strategy
- Digital marketing
- Market research
What problems an experience strategy freelancer can solve
An experienced freelancer can help you:
- Improve customer satisfaction and loyalty
- Increase conversion rates and sales
- Streamline customer journeys and reduce friction points
- Develop a consistent brand experience across all touchpoints
- Identify and address customer pain points
- Create a competitive advantage through superior customer experience
Real-world examples
Example 1: E-commerce website optimisation
An experience strategist can analyse user behaviour on your website, identify areas for improvement, and design a more intuitive and user-friendly experience that leads to higher conversion rates.
Example 2: Improving in-store customer experience
A freelancer can map the customer journey within a physical store, identify pain points, and recommend changes to store layout, signage, and staff training to enhance the overall shopping experience.
Example 3: Developing a customer service strategy
An experience strategist can help you design a customer service strategy that delivers consistent, high-quality support across all channels, improving customer satisfaction and retention.
