Deloitte · Customer / transformation · Intermediate · 25-35 min

Redesign a customer experience that is failing

Redesign a customer experience that is failing is an intermediate Deloitte customer / transformation case interview that runs 25-35 min. Identify the root causes and recommend the smartest redesign priorities. A strong answer works through 3 phases: Journey diagnosis; Root-cause prioritization; Operational redesign and KPI impact.

Last updated 2026-09-05

The brief

A company is losing customers because the experience is slow, inconsistent, and poorly coordinated across channels.

How to approach it

  1. Journey diagnosis
  2. Root-cause prioritization
  3. Operational redesign and KPI impact

What a strong answer does

  • Identify the root causes and recommend the smartest redesign priorities.
  • A strong answer should connect customer pain points to operating fixes and measurable outcomes.

Practice drills

  • Map the failure points across the journey.
  • Prioritize no-regret fixes versus longer redesign work.
  • Recommend how success would be measured.

Why this case

This matches Deloitte’s scenario style, where candidates must show logic, practicality, and clear next steps.

Adapted from Deloitte official case / scenario interview theme (official theme-based practice).

Cases are written in each firm's style, written and reviewed by working consultants; they are not the firms' own published cases.

More Deloitte cases