CX/EX

From New Customer to Loyal Advocate: Boosting Revenue Across Telco digital products & services. Challenges: High dropout rate on the du.ae Home Page. Customers overwhelmed by choices and terminology. Lack of understanding about data usage (e.g., 20GB). Solution: Transform Home Page into Personalized Recommendation Page Key Actions: Led alignment of stakeholders towards a common vision. Identified 20 customer opportunities, mapped on the CX Journey. Integrated primary product

Ikea. The Global Kitchen Experience Objective: Enhance Ikea’s Global Kitchen Experience What : www.ikea.com Åsa led the CX strategy for Ikea’s Global Kitchen experience, focusing on omni-channel journey growth opportunities to drive both short-term and long-term growth. Approach: Collaborated with the team at the Ikea Innovation Lab in Malmö. Directed both CX and Service Design , prioritizing opportunities and improving digital touchpoints. Key Actions: Identified 12 high-imp

What: Global Consultancy Experience at Publicis Sapient Asa served as the Global Experience Director & Head of Experience at Publicis Sapient, a global consultancy with 40,000 employees. She led significant transformation projects with an experience team of 25+, working with top brands like Pandora, Bang & Olufsen, Tetra Pak, H&M, and Volvo. Case Study: Bang & Olufsen Key Actions and Timeline: 8 Weeks: Developed an end-to-end working prototype. 6 Weeks: Created an immersive

Clear Decisions for People. Ready for AI Next. Role: Åsa Andersson, Global Experience Lead
 Client: IKEA Ingka
 Scope: Total Experience Omnichannel Strategy and Service Design The Problem Solar is a high risk and high cost decision. Even with IKEA’s strong brand trust, customers still asked:
 “Is this the right decision for me?” Brand trust alone was not enough to drive confident decisions or scalable growth. What Åsa Did Åsa has worked as a strategic CX advisor for Ingka IKE

Objective: Transform Pandora’s Engraving Service What: Publicis Sapient Asa served as Global Experience Director & Head of Experience at Publicis Sapient, a global consultancy with 40,000 employees. She led transformation projects for top brands like Pandora, Bang & Olufsen, Tetra Pak, Phizer, and Volvo. Case Study: Pandora Challenge : In 2016, Pandora launched an in-store engraving service in Italy, which was highly successful and rolled out globally. However, Pandora strugg

Challenge : The du app had low usage and was not connected to the customer journey. It lacked purpose and did not meet real customer needs. Objective: Transform the du App for Enhanced User Experience What: Complete Experience Transformation of the du App Asa led the comprehensive experience transformation for du telecom in Dubai over 4.5 years as Head of Experience, managing a UX and design team of 30+. This included omni-channel experiences for retail, e-commerce, apps,

Asa have led all Experience transformation for du telecom in Dubai over the 4.5 years that she worked there as Head of Experience. She has led all transformational Experiences along with a UX and design team of 30+.Some of the experiences include, Omni channel experiences for retail, e-com, app, customer portals, personalization, website (1000 pages), SAAS (Blockchain as a service) Asa led the complete transformation of du:s e-com. Both experience strategy, Service design, UX

Objective: Transform Information Architecture (IA) and Navigation for du Telecom What: UX and Design Transformation of IA and Navigation on 1000+ Pages Success Metrics: Improve TNPS (Transactional Net Promoter Score) Increase click-through rate to sales journeys Achieved a 30% increase in click-through to device purchases from the top navigation Background: Asa led the UX and design transformation for du telecom in Dubai over 4.5 years as Head of Experience. The old IA and n

Asa have led all Experience transformation for du telecom in Dubai over the 4.5 years that she worked there as Head of Experience. She has led all transformational Experiences along with a UX and design team of 30+.Some of the experiences include, Omni channel experiences for retail, e-com, app, customer portals, personalization, website (1000 pages), SAAS (Blockchain as a service) In order to improve our customer experience we knew we needed to reduce wait time in our retail