Journey Mapping and Customer Experience Training for McDonald’s Philippines

Summary

We performed a Customer Experience workshop for the client’s Customer Service team in order to give them visibility and understanding of their client’s customer journey to identify pain points and opportunities which their team could take advantage of.

The Client

100% Filipino owned, McDonald’s Philippines is one of the country’s leading fast food chains with over 500 restaurants nationwide.

The Challenge

The sheer complexity of the interactions and high volume transactions was a particular challenge in gaining “one single view” of the customer journey.

The Work

We performed a full day customer and user experience workshop which covered understanding who their customer is, what they want and what is their current customer journey. We also helped ideate solutions to the customers’ pain points and prototyped some potential solutions.

Attendee Feedback

I’ve been working for over 5 years handling customer complaints. Thanks to the work done by On-Off Group I discovered things that I didn’t know about our customers.” – John Michael Maleniza, Customer Care Specialist