The user-centered approach of valantic

SAP CX Consulting

SAP CX Consulting – what does that mean for us? It’s about consistently putting users at the center of all our efforts and thus improving the customer experience. This is what we do at valantic and what we call the user-centered approach.

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Why the customer experience is so important

People as a success factor

Products and services often have very similar appearances, which is why the customer experience is becoming increasingly important. Regardless of the systems we use to build customer worlds. Whether B2C, B2B or D2C: The customer experience has become a decisive success factor – for almost all industries. The focus continues to be on the people.

For us, it’s all about “bringing people along on a journey” using modern technologies. And to design a customer experience with technology in such a way that it creates lasting enthusiasm. We measure the success of these kinds of customer experience initiatives by user acceptance – based on the user experience (UX). In our user-centered approach (UCA), the focus is specifically on the users. An approach that – when implemented correctly – leads to a better customer experience (CX).

The measure of all things The user experience – UX for short

In a nutshell, the user experience (UX) describes the experience that customers have while interacting with a product or service online. If the experience is good, three things happen:

  1. The product in question is perceived in a positive light.
  2. Acceptance and the degree of use of a company’s or brand’s digital channels increase.
  3. A cross-channel customer experience is created.

High acceptance of the product is thus the decisive factor for the success of companies in all e-commerce and CRM contexts. But how can a positive customer experience be achieved? What are the prerequisites for developing innovative CX projects that consistently focus on the users’ needs?

The user-centered approach

More than a methodology

The user-centered approach (UCA) is our answer to many questions – and much more than a project methodology and more than “design thinking”. With the help of our UCA, we think and work together with our clients to shape the future along a focused and coordinated process. We see the UCA methodology as a modular approach for successful CX projects.

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The UCA in practice

Prefabricated solutions? No way!

How do we go about our user-centered approach, and why is it so revolutionary? To really take on the users’ perspective, we separate the so-called task space from the solution space – following the idea of user-centered design. This avoids various risk factors, such as the emergence of “cherry picking” or the development of costly features with low user acceptance. Two factors that could well have a negative impact on the user experience.

The task space

In the task space, we gather detailed information about users’ goals, needs, and pain points. We compare these with the project goals and use them to establish the specific task.

The solution space

In the solution space, we design, pinpoint and implement solutions, validated by real users, which

  • offer measurable added value,
  • maximize investment security,
  • and lead every project to success.

The user-centered approach covers all project phases and is an optimal modular approach for your CX project due to its interdisciplinary nature. It comprises five phases, which are distinguished by specific method sets and which can be developed in sequence or independently of each other.

Grafik von fünf Phasen des User Centered Approach.

Gerald Schimanski
Software Engineer, Bizerba SE & Co. KG

”We don't do a project for ourselves or for the 'IT'. We do it for our users. After all, they are the ones sitting in front of the solution and working with it. If you can make them happy, you've pretty much already won.“


The benefits for companies and customers The advantages of the UCA

On the company side, the user-centered approach (UCA) ensures three important success factors of a project:

  1. 100 % customer orientation: We think and design solutions from the customer’s point of view – and we do so radically.
  2. Efficiency: We create structure, clarity, transparency and speed in all processes.
  3. Business value & growth: We advance your digital business through an inspiring customer experience. This drives revenue and growth while securing valuable competitive advantages.

The Forrester study “The ROI of CX Transformation” provides some more arguments for why focusing on users and customers pays off:

  • Increased customer loyalty: Customers are more likely to remain loyal to a brand if problems are quickly solved by good service.
  • Easier customer acquisition: Customers are more likely to recommend companies that offer an excellent customer experience.

What does this mean in terms of your project:

  • Increased user acceptance: If you strategically incorporate the needs of users right from the start, you will benefit from a maximum increase in acceptance.
  • Reduced support costs: By considering the needs of user groups in advance, customer support costs are reduced once a project is completed.
  • Increased flexibility: Each phase of the user-centered approach offers the opportunity to flexibly react to new requirements, optimize solutions, and adapt to a wide range of variables.
Photo of a valantic CX employee having a phone conversation about customer experience in an office phone booth.
Junge Frau präsentiert Projetkidee an einem White Board.
Zwei elements-Mitarbeiter*innen checken eine Auswahl an Influencer*innen und Content Creators.
Zwei valantic Austria Mitarbeiterinnen beim Auswerten einer CRO-Analyse.
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Our SAP CX Consulting is exactly what you need?

Just give us a call!

Andreas Haas - Manager New Business at valantic CX

Andreas Haas

"Guten Tag" from Mannheim

+49 152 2265 0514

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Martin Schmutz

“Grüezi” from St. Gallen

+41 71 313 55 70

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Nemanja Vojinovic

"Servus" from Wien

+43 664 5355 237

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