WHY?
︎
Purpose
To evaluate opportunities across key experience pillars with our strategic partners, andbenchmark the consumer journey across the industry.
Goal
To improve together by co-creating clear consumer-centric elevation agendas, deliveringexceptional user experiences that acquire, serve, and retain members/consumers.
Outcome
Paired with a continuous cycle of testing, learning, and scaling of learnings, these assessments will prove to be a critical tool for future improvements.THE APPROACH
︎
1.
400+ Criteria Questions evaluated between April – May 2023, consisting of over 80
more questions than the previous EMEA assessment.
2.
Categorized into 6 topics and 28 subtopic areas to holistically measure the consumer
experience.
3.
Scores indexed to a 100-point scale with weighting applied to place greater emphasis
on high impact areas and features.
4.
Accenture Subject Matter Experts (SMEs) will provide a consumer-centric lens and
answer desk-based research questions (70%).
5.
Nike Retail Partners will answer an additional set of questions which aren’t accessible
from a customer viewpoint (30%).