A Terragni Case Study Driving Customer Experience in the Visa Application Journey TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes World’s largest Outsourcing and technology services specialist for visa and passport issuance related tasks Application Centers 3415 8960 Employees Countries 145 Client Governments 67
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes Transforming the digital experience of the visa application process Understanding perception of customer towards the visa application process in the post COVID context
Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes Identify points of high friction across the entire visa application journey Assess the customer perception of visa application experience Identify possible areas and opportunities where technology can help improve experience perception Understanding the impact of digitalization on application experience TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 1 2 3 10,00,000 travellers across the globe were reached out to for the study – 6 Global languages (including Russian and Mandarin) and English to uncover effort & emotions associated with visa have the potential to impact choice of travel destination Neuroscience based widespan assessment 3 years' worth of transaction data Phenomenological in depth interactions for episodic recall One-on-one in-depth interactions with 6 organizations facilitating travel 15 travelers across contexts Quantitative Insights In-depth interactions
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes Impact of COVID on travel context: Longer and costlier planning cycles Limited entry points Multiple new safety checkpoints and guidelines Dramatic reduction in tolerance to perceived or real friction A strong preference for simpler, easier, predictable travel experiences
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes Digital journeys were high on cognitive effort and perceived effort Lack of clarity & complexity in finding relevant information- right form type, appropriate method of form-filling, appropriate set of documents Anxiety and fear post application due to a lack of visibility regarding the status of the application
Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes The breadth and depth of digital penetration in the average day-to-day life has increased There is less resistance to digital touchpoints and digital journeys Differentiated experiential expectations exist - • First-timers need proactive support and higher empathy. • Repeat applicants seek higher velocity and perceived transparency. Low Friction, High Transparency is a table-stakes expectation. TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes Redesign of digital journey to: Drive perception of high visibility and high clarity Be well-supported by relevant and contextual human/AI assistance Leverage technology & digital journeys to bring in more visibility and clarity to the process Differentiated experiences based on experiential needs TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Barriers Opportunities Solutions Business Outcomes ⬇Reduced Complaints ⬆Superior Customer Experience ⬆Considered as preferred partner by client govts for traveller insights & digitalization of application journeys, increasing revenue TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Thank You dipti@terragni.in +91 895 698 2522 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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