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The Problem / Context
Schneider Electric is a French multinational specialising in digital automation and energy management, selling electrical panel parts to panel builders worldwide. The company wanted to better understand the needs of its VIP customers internationally. Fieldwork was conducted in Bulgaria, Lebanon, and the United Kingdom.
My Role
Lead UX Researcher, designing and conducting international fieldwork, synthesising cross-market findings, and presenting results internally to build customer empathy across teams.
Methodology
- Stakeholder interviews
- International fieldwork and interviews
- Synthesis and visualisation of findings
- Internal presentations to spread customer understanding
Key Findings
- Each market had a stark and unique cultural context affecting customer experience — including different conceptions of hard work, varying levels of formality in business interactions, different adherence to timelines, and political factors.
- Customer expectations and satisfaction levels varied significantly market to market.
What I Delivered
- Final report
- Executive summary
- Video clips of key moments
- Process mapping
- An overall service blueprint showing the current situation, pain points, and potential solutions