To create an impactful customer experience, Captains & Cowboys broadens it’s perspective beyond just the app, product, or service itself. Through this, we ask key questions such as: How should the product or service build and evolve over multiple sessions? What are the high-value activities that we really want consumers to do? What are the roles and reactions between other channels? And how do we interact after a consumer has purchased or engaged with us. In this regard we worked with Otok Journal to define the roadmap, design the experience, and establish technology solutions for both the short-term advantage as well as long-term success.