[ Case study ]
Sennheiser: Personas & Journey Mapping
The discovery work behind Sennheiser's experience strategy: audience personas and customer journey maps that traced how different listeners discover, choose, and live with their headphones, from first research to long-term engagement.
- Client
- Sennheiser
- Role
- UX Researcher / Designer · via Mindtree
- Year
- 2018
- Disciplines
- UX Research, Personas, Customer Journey Mapping, Design Strategy, Discovery
Personas
Audience personas grounded in motivations and goals
5 phases
Research, purchase, post-experience, engagement
Emotional arc
Journeys mapped with pain points and opportunities
[ Information architecture ]
Personas
- Profile
- Motivations
- Goals
- Challenges
Journey phases
- Research
- Purchase
- Post-experience
- Engagement
Journey map rows
- Thoughts
- Actions
- Touch points
- Emotional arc
- Opportunities
Confidentiality notice
This work spans active platform strategy, shared AI capabilities, and multiple product surfaces. To respect that, this case study stays intentionally high-level, focusing on the cross-brand design problem, platform principles, and reusable outcomes rather than brand-specific implementation details.
For Sennheiser, delivered through Mindtree, I led the discovery research that grounded experience strategy in real audience needs: a set of personas and the customer journey maps that trace how each listener moves from first hearing about a product to living with it. Personas and data shown here are illustrative.
The challenge
Sennheiser serves very different listeners, from a curious teenager spending birthday money on a 'funky' pair to a seasoned professional. Product and experience decisions needed a shared, evidence-based picture of those people and their paths, so teams could design for real motivations rather than assumptions.
- Define the distinct audiences and what actually drives each one
- Map the end-to-end journey from research to purchase to engagement
- Surface the emotional highs, the pain points, and the opportunities
[ Protected layer ]
The full case study is available on request.
High-fidelity screens, information architecture and the detailed process for this enterprise project are shared under NDA. Enter the access password, or request access and I will share the full walkthrough.