---
title: "Visualising Customer Experience"
description: "Air Events, a leading hot air balloon company, faced a challenge to strengthen their existing customer experience. In their effort to…"
language: en
source: https://thehouseofcoaching.com/en/customer-experience-in-beeld
---

# Visualising Customer Experience

![The innovative customer experience at Air Events](https://thehouseofcoaching.com/media/872ad0e41a96b895.webp)

**Air Events,** a leading hot air balloon company, faced a challenge to strengthen their existing customer experience. In their effort to tackle this challenge, they contacted Karl Mortier. Step by step and with a clear goal, they set to work together using the power of visualisation.

**Step 1: Gathering information**

Karl started by analysing the current customer journey at **Air Events.** He ran sessions with the Air Events team, listened to their stories and studied customer feedback. By using visual techniques, such as **Empathy Maps** and **Customer Journey maps**, Karl brought the customers' experiences to life and provided insight into their emotions and motivations at various points in their journey.

**Step 2: Identifying the problem**

With the gathered information, Air Events identified the main areas where improvement was needed. As a Visual Storyteller, Karl used his skills to create a comprehensive customer journey map. This map visualised the customers' interactions with Air Events and helped to pinpoint the pain points in their journey.

**Step 3: Generating ideas**

Next, Karl organised workshops with the Air Events team to come up with solutions. He captured these ideas in a visual format, using techniques such as sketchnoting. These visualisations helped the team to stimulate their creativity and encouraged deeper discussions.

**Step 4: Prototyping solutions**

Karl guided the team through the process of developing prototypes for the proposed solutions. Whether it was a better communication strategy or a new way to involve customers more in the experience, Karl created clear and understandable visual representations of what these solutions could look like.

**Step 5: Implementation and evaluation**

Through Karl's unique approach as a Visual Storyteller, Air Events was not only able to increase their customer satisfaction, but also achieve a lasting change in their approach to the customer experience.

Book an appointment with Karl and see how he can help you map out the Customer Journey and Experience of your organisation.

*By Karl Mortier*