CX charter foundation for a food delivery platform.
The ask was exploratory consumer ideation: understand what people actually perceive as delight and translate those cues into a practical customer experience charter.
Consumer Research · CX Ideation · 2022
Five things that make people feel genuinely remembered.
A leading food delivery platform in India needed real consumer intelligence behind their customer delight charter, not assumed personas, but actual humans in rooms saying exactly what makes them feel remembered by a brand. I was part of the research team that ran Miro-based ideation sessions across Delhi, Mumbai, and Bangalore with digital natives aged 18-35.
3 cities · real people · no fake personas
Visual freeform over structured FGD.
We ran Miro-based group ideation across Delhi, Mumbai, and Bangalore with NCCS A1+ digital natives aged 18-35. The format helped participants show what they meant instead of forcing everything into neat interview answers.
- Understand what delight means across categories.
- Map delight signals back to platform touchpoints.
- Generate a usable ideation bank for CX and retention teams.
Five delight dimensions, from tiny magic to brand purpose.
Surprises, Elevation, Efficiency, Expansion, and Purpose became the framework. The strongest emotional signals came from moments where the brand remembered something without the customer asking.
The visual
A delight map that keeps the human feeling intact.
Impact points
The work, as achievement bullets with better shoes.
the bit that matters →5 delight dimensions delivered
CX differentiation roadmap built
Surprises + Purpose flagged as top shareability levers
Expansion identified as untapped competitive moat
Research fed directly into the client’s retention strategy
Skills
What this one proves.
Consumer ideation facilitation
CX strategy research
Miro-based qualitative methods
Insight synthesis
Multi-city execution
Brand experience frameworks