Helping a brand built on connection connect with new customers
Legrand | AV brings together audiovisual brands including Chief, Da-Lite, and Vaddio to create AV experiences through innovative solutions and exceptional service, connecting people through technology in education, corporate, government, and house of worship settings, wherever people gather.
Even with a loyal following across its brands, Legrand | AV wanted a clearer, more objective understanding of its customer journey, so Vervint brought human-centered design discipline to map that journey and uncover new opportunities for engagement across the entire portfolio.
See the journey as customers actually experience it
Move beyond assumptions to an objective, ethnographic understanding of every touchpoint across Legrand | AV’s brands.
Find where customers fall off, and why
Identify the specific points in the journey where engagement breaks down or feedback gets lost.
Build a foundation for continuous improvement
Create a blueprint and an ongoing research rhythm to keep tracking how customer needs shift over time.
Mapping the customer journey
Vervint’s human-centered design team assembled a cross-functional group within Legrand | AV to identify and map the customer journey, creating a baseline understanding to support a deeper ethnography exercise. The team spent several weeks in the field researching, observing, and exploring every touchpoint customers have with Legrand | AV, along with other interactions that shape consumers’ broader experiences and expectations.
A blueprint for what’s next
The research led to a service blueprint outlining touchpoints, falloff points, and feedback loops across the customer experience, which Vervint and Legrand | AV used to ideate an improved experience for the future. Guided by that blueprint, Legrand | AV consolidated its branded web experiences into a single, cohesive presence and made longer-term changes to offline touchpoints and packaging.
The work didn’t stop there: every 18 months, Legrand | AV partners with Vervint to conduct fresh qualitative research, tracking the impact of past improvements and how customer needs and expectations continue to shift. That research has since expanded beyond the Americas to include customers in Europe, the Middle East, and Asia, with journey maps built by persona to capture how different types of customers experience the brand.
With a living blueprint for the customer journey and a research rhythm to keep it current, Legrand | AV is positioned to keep strengthening the connections its brands are built on, wherever people gather around the world.
