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.
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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
