GSK

ULTRASONIC SUBSCRIPTION SERVICE

ABOUT

Client: GSK

Project: Ultrasonic Cleaning Subscription Service

Year: 2019

Role: Senior Service Designer

THE BRIEF

GSK were due to launch 'Banshee', an ultrasonic denture cleaner in Japan in early 2020. Ahead of this launch, we were asked to conduct research into Japanese consumer behaviours and existing subscription models.  

WHAT WE DID

• 10 Customer Interviews
  
• Insights Presentation
  
• International Workshop
  
• Empathy Mapping
  
• Persona Building
  
• 3 x Customer Journey Maps

THE RESULT

Three key denture personas were developed based on primary research untaken in Japan. We used each persona to map out potential purchase journeys and to identify where the opportunities lie for introducing an ultrasonic cleaning subscription service.

Personas: Japanese denture wearers

Customer Journey Map: A customer journey map was developed to show the path to purchase