Project for low cost travel agency Cheap TripThe task was to create a new service concept which can help to engages new clients, improve customer experience and strengthen the brand.We have conducted a design research (external& internal), designed service map, benchmarking, trend forecast. The new service concept gives opportunities to involve 90% of participants of company social network which can increase the clients’ base on 40 thousand people. New communication system builds the company team and create a friendly competition between sales managers.Project for the first rate tour operator Pegas Touristic with The British Higher School of Art and DesignOur task was to create an innovative service concept and new services, improve interaction with customers and engage new customers. We conducted the design research to discover the behavior of customers, their needs and motivations through the stakeholders’ interviews, shadowing, personas, discovered user behavior patterns.Using our benchmarking and trend forecast research we designed the innovative service concept with new type of points of sales, personalize IT application, innovative products for travellers.

Innovative Product & Service, Global Service-Jam, workshopAdaptive Path, San Francisco, USA

Lumiknows project Trendwatching in Russia for Philips ElectronicsWe have created a consumer trendbook with CMF strategy (color, material, finish) (teamwork).Lumiknows project Design research in Russia for Merck Sharp & Dohme, MSD (USA)We have organized the design research for MSD in Russia (teamwork).

Customer experience design for Raiffaizenbank (Austria), diplom projectI had to find opportunities of improving the customer experience. I conducted the design research, benchmarking and trend forecast and generated the insights through the design thinking method. The new service concept can engage 10% of new clients; solve many problems in the customer service, reduce the number of complaints, increase the satisfaction of service, economize customers’ time.

I have organized the marketing department and developed the marketing and brand strategy. The marketing and sales strategy allowed a small company to grow into the largest distributor of the International Corporation. Several foreign brands were successfully launched.