Product & service strategy | CX transformation | Customer journey mapping | Voice of Customer (VoC)
We have enough inquiries, but we are unable to convert them into customers.
I need to connect online with brick-and-mortar stores.
We need to map and improve the entire journey of our customer - from the moment they come to us, to when they return to shop again.
I need a quality loyalty program that makes sense to the customer and is financially effective.
I don't know why customers aren't returning
We improve the purchasing process wherever the customer encounters your company. We ensure that they have a perfect experience at all stages of the customer journey – before the sale, during it, and in post-purchase care.
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100 +
satisfied customers
100 +
successful projects
For a while, we internally addressed the low conversion rate of our mandatory contract insurance calculator. Together with our UI team, we embarked on usability testing, successfully pinpointing numerous UX issues and deficiencies that were hindering users while filling out the calculator but had remained unidentified by us previously. Simultaneously, we received concrete suggestions for adjustments and improvements that significantly helped us increase the conversion rate of the calculator and elevate its quality to a new level.
We wanted to demonstrate that PSS is changing on the website, not only through cosmetic improvements or a redesign of the website. We aimed to have the new website strategically in our hands and use it as a fully-fledged and measurable business channel. We are pleased that we have selected a company through a selection process that has assisted us in this challenging task. We look forward to the new website and continuing our cooperation with ui42.
We conducted a selection process when choosing a UX/UI service provider. From several companies, we selected ui42 for their comprehensive offerings, additional service capabilities, and high-quality references from their extensive professional experience in the industry. Over my more than 20 years in the online business, I can confidently say that the services provided by ui42 and their employees are of a very high professional standard, even on a global scale.
Collaborating with ui42 is all about delivering excellent services and valuable insights about users and their experiences with your websites. The ui42 team is truly dedicated to coming up with UX solutions that will help you exceed your expectations. They are professionals with the expertise to create a design that sells.
We greatly appreciate the complexity of our collaboration, which ensured that the proposals were not developed "from the desk," but based on real data. These data revealed discrepancies between our assumptions and reality, helped determine priorities, and, not least, minimize the risk of project goal non-achievement. We also highly value the cooperation from a human perspective – working with your team was a pleasure.
Working on CX with ui42 exceeded our expectations. Proactiveness, independence, and professionalism were all part of the collaboration, so we highly recommend the cooperation with Dušan Vereš's team for NORTHFINDER.
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Michaela Recht
Samuel Štassel
Martin Papp
Customer Experience (CX) is the overall customer experience with the brand across all channels - website, application, store, call center, email, or complaint. UX addresses the experience with a specific digital product, CX addresses the entire customer relationship with the brand. Good UX is part of good CX, but on its own, it is not enough.
We measure the success of the CX project through customer and business metrics - for example, NPS, CSAT, CES, retention, repeat purchase, conversion rate, Customer Lifetime Value, or customer support costs. The first quick-wins often manifest within weeks, while more complex CX changes have an impact over months.
Customer Journey Mapping maps the entire customer journey from the first contact with the brand to purchase, repeat purchase, or support. It helps identify points where the customer hesitates, loses trust, or switches to the competition. The output is a map of touchpoints and a prioritized improvement plan with the greatest business impact.
The Voice of Customer program systematically collects feedback from customer sources - NPS, reviews, helpdesk, call center, chat, social media, or surveys. Unlike a one-time survey, it transforms the voice of the customer into regular insights and specific actions for marketing, product, sales, and customer care.
Omnichannel experience means that the customer has a seamless and consistent experience regardless of whether they are shopping online, communicating via chat, visiting a branch, or handling a complaint over the phone. The goal is to connect channels, data, and internal teams so that the customer does not have to repeat information and the brand appears unified.
At ui42, we combine creativity, technology, and marketing into one team.
We build brands and visual identities, create websites and e-shops, design UX and CRO, produce video and creativity, and subsequently deliver results through performance marketing.
Thanks to this, you gain a partner who can cover the entire digital ecosystem of your business – from the first contact with the brand to conversion.
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