Improving customer centricity starts with understanding where customers struggle and where there are opportunities to interact with the brand, regardless of company size. At eBay, we led a cross-functional team to map existing data into consumer journeys and identify gaps for further research. Through desk research and qualitative and quantitative methods, the team uncovered 44 opportunities to improve the customer experience. These were validated through growth modelling, revealing substantial untapped revenue potential.

At the Student Project House, we ran a simpler consumer journey model, bringing clarity to a growth-driving initiative and strengthening its strategic focus.