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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Business Idea Test

Test customer reaction and early traction with our web template and lead generator

Digital Experience Test

Simulate a new digitised experience and learn how your customers will react before committing to build

Pricing Page

Test your customers’ willingness to buy at different price points, to optimise your margins

Journal

Capture details about the customers’ experience through regular self-reporting

Pitching

Pitching the proposition to potential customers and partners to gauge future interest

Fake Door

Calls to action which communicate a proposition to capture customer desirability without having building the feature