Case Study: Sarnova improves digital customer experience with XCentium

Sarnova creates 8 digital personas with XCentium to improve customer journeys

Sarnova, a leading distributor of healthcare products, wanted a clearer, data-driven view of how users interacted with its Bound Tree and Tri-anim digital platforms. With limited visibility into user behavior and motivations, internal teams had to rely on assumptions, making it difficult to identify friction and improve user flows. Sarnova partnered with vendor XCentium to conduct a Customer Experience Research initiative to address this challenge.

XCentium developed eight digital personas and eight end-to-end customer journey maps, supported by user interviews and surveys. This research provided Sarnova with an evidence-based foundation for digital improvements, replacing internal assumptions with validated insights. The teams gained a clear understanding of user segments, friction points, and opportunities to improve usability and conversion, enabling more confident UX decisions.

Sarnova