Customer Discovery and internal processes — Industrial systems company and Guerrilla Metrics
Customer discovery and customer-experience redesign for a leading industrial systems company, together with Guerrilla Metrics.
Industrial systems company and Guerrilla Metrics
2
Analyzed verticals: agriculture and construction
2
Critical sales and dispatch journeys
100%
Key leaders aligned
01 · Context
The Challenge
Technical-commercial coordination: Optimization of internal coordination between technical and commercial areas was required to streamline the delivery cycle.
Customer experience: The company needed to elevate customer satisfaction throughout the sales, dispatch, and field service processes.
02 · Design
The Solution
The project was structured through an agile immersion and co-creation process divided into two key stages: an internal alignment and scenarios workshop, and a market research phase with virtual interviews.
- 01
Internal alignment and scenarios workshop: Design and facilitation of an interactive discovery and service design session that integrated multiple company areas. Two workgroups thoroughly analyzed sales scenarios for solutions and standard products across the two identified critical journeys (agricultural and construction).
- 02
Market research and virtual interviews phase: Design and execution of a plan for guided individual interviews with company clients. Information gathering covered a diversified client portfolio, including frequent, sporadic, and challenging purchase experiences, to ensure a comprehensive service diagnosis.
03 · Participation
My Role
Lead Customer Discovery Consultant and Co-designer of the Methodological Strategy. In partnership with Guerrilla Metrics, I methodologically designed and led internal alignment workshops and sales cycle mapping, structured case studies, sales scenarios (standard products versus custom solutions), and the technical division of workgroups. I also planned and executed the customer discovery process, leading methodological guidelines and interviews with clients in the agricultural and construction sectors.
Lead customer-discovery consultant and methodological co-designer
04 · Results
Results
100% alignment of key leaders: The interactive in-person workshop was successfully executed with the attendance of key department heads, sales executives, and the technical management of the industrial solutions company.
Scenario and process mapping: Specific operational sales and distribution scenarios were identified and structured, clearly differentiating the logistics for standard products from the workflows for custom-designed solutions.
Customer discovery phase execution: Interviews with strategically segmented clients from the agricultural and construction sectors were successfully completed, gathering deep insights into logistical delivery and field service pain points.
Client
Industrial systems company and Guerrilla Metrics
Services
Tools and methods
Customer Discovery · Service Design · Entrevistas · Mapeo de procesos · Talleres internos · Customer discovery · Benchmark · Encuesta
Status
Completed
Schedule
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