A toolkit for businesses: How brands can use CX for a human—and humane—response to the COVID crisis.
Amid a deluge of data about the novel coronavirus, Huge asked the questions we always ask: How can we better understand the human impact of the virus? How can we help businesses cultivate empathy for the realities people are facing? And how can we help industries serve and support these individuals when the consumer landscape has already been irrevocably changed?
So we turned to a tried and true CX tool: personas. Personas are composite views of user needs, mindsets, and behaviors, and they serve one purpose better than any other tool—empathy building. If businesses don’t understand what people are thinking, they can’t have a CX strategy.
After conducting primary research and mapping it to third-party data, we’ve identified 5 distinct personas reflecting attitudes and mindsets toward immersion. We then used these mindsets to create a blueprint for action for any business wrestling with re-emerging from shelter-in-place orders.
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