Bolt Experience Design Studio

07/07/2021

Lessons from customer centric lingerie brands who left Victoria’s secret way behind.

https://www.linkedin.com/posts/sonaligogia_lessons-from-customer-centric-lingerie-brands-activity-6818450241814192128-LgXo

WHAT CAN WE LEARN FROM THE DECLINE OF VICTORIA’S SECRET? Last week there were many articles about how the former legend is scrambling to stay float. In...

23/06/2021

Bolt Experience Design Studio co-founder Sonali Gogia demonstrates the importance of customer empathy and journey mapping, though her own beauty shopping experience.

Beauty and E-commerce work exceptionally well together, specially when it comes to replenishment of your usual favourites. Finding the perfect foundation...

09/06/2021

Know your beauty customer through personas

https://www.linkedin.com/posts/sonaligogia_beauty-customer-personas-activity-6808282728669302784-Qz1j

01/06/2021

https://www.linkedin.com/feed/update/urn:li:activity:6805430979826733056

27/05/2021

Hello all, today we reveal the 4th and final trap in our series on traps every business owner should avoid to know their customer. We talk about the risk of “Following the herd”. Sometimes external trends push business owners to do what others brands are doing - assuming it will meet the needs of their customer. Does this work?

At Bolt, Simran Ahuja and I use human centred design to help brands define that balance between best practices and what works for for a particular business.

Have you ever regretted following the herd?


26/05/2021

Greetings! Today is the the third video in our series on traps every business owner should avoid to know their customer. We talk about what happens when “Empathy stays on top”. In India all the more we have to be mindful, because the empathy gap between top management and employees and also with customers is wide. Everyone needs to connect and relate with the customer’s world to design and deliver great service.

At Bolt Experience Design Studio, Simran Ahuja and I use human centred design to build organisation wide empathy.


25/05/2021

Hi all, today is our second video in the series of “Traps every business owner should avoid” to truly get to know their customer again. In Covid times, the power of empathy cannot be emphasised enough. Yesterday we shared trap #1: The Business owner’s assumption trap that actually serves as barrier between us and our customer. Today is trap #2: All needs are equal. Why is that a trap? Watch the video and find out.


Simran Ahuja

24/05/2021

For the last few weeks Simran Ahuja and Sonali Gogia co founders at Bolt, have been revisiting the topic of empathy from different lenses.

We spoke about how managers need to cultivate the skill of empathy towards their employees so they can spread it to customers.

We also shared a series on knowing your customer and how personas and customer data are both important tools.

If you are a business owner or a customer service manager, you are probably not unfamiliar with the importance of empathy in delivering great customer service.

Yet, so often we as customers’ experience that empathy gap with scripted and transactional customer service. Tech enabled service tools have just enhanced that emotional disconnect. Now more than ever we need fresh empathy to design the right customer service protocols and design customer friendly digital touch points.

This week we are doing a series on traps to avoid if you truly want to get to know your customer again, in Covid times.

drives .

Watch the first of our series here and follow us at Bolt Experience Design Studio for updates.

21/05/2021

By tapping into can target those most likely to respond thereby leading to an increase in .

provide a valuable look into and preferences thereby enabling to create and



Check out our latest post at:
https://www.linkedin.com/posts/boltexperiencedesignstudio_customer-kyc-part-2-activity-6801350709729091584-w7Q_

20/05/2021

Not everyone is a potential . need to zero in on their and obtain an in-depth understanding of intent, hesitations and values in order to be at building long lasting .

This is becomes increasingly important to adapt to in light of the . can leverage to build and that yield the highest .

https://www.linkedin.com/posts/boltexperiencedesignstudio_customer-kyc-personas-activity-6801100047980216320-_Qrn

18/05/2021

In order to survive the second wave of the , will need to get creative to continue to bring in despite and .

can be a key for . As embrace it is important to note that they expect the same level of and as they were used to .

This describes two key ways in which need to get to know their better in order to with them in a way that .

Stay tuned this week as we get into more details on both ways to get to know customers.