Friso Case Study

The Challenge

As the IFT consumer journey became increasingly complex with multiple triggers and touch-points, Friso was looking to bring everything together in a coherent D2C proposition.

To fully optimise the entire consumer experience for direct business impact, Friso needed to uncover CX issues and opportunities, and build a coherent CX proposition and strategy for all of its touchpoints. 

The Approach

The Result

In Numbers

25

CROWDSOURCED IDEAS

343

CO-CREATED IDEAS

13

PROPOSITION
SPACES

29

FEATURES

We had an uncommon task for a consumer product – to define a global consumer experience (CX) strategy and proposition. With Flying Fish Lab’s unique problem-solving approach, we integrated diverse viewpoints, truly considered insights from a consumer perspective, and eventually galvanised cross-functional teams to champion CX in their areas of expertise. Flying Fish Lab would be a great partner for any challenging problem that needs an unconventional & creative approach.

Kenneth Lau

Global Consumer Experience Lead, Friesland Campina Specialised Nutrition

Sounds familiar...?