Realising a digital transformation program to achieve superior customer experience for an international company
My role in this project
Service & Strategic Designer
-
Responsible for workshop facilitation and interviews.
-
Created user and process flows including epics and system integration
-
Oversee the designers in the development of the user stories and prototype
Context
The company has committed to a Digital transformational journey towards 2025, with the ambition to achieve a superior experience for its customers and create a customer-centric culture for employees.
Approach
Our main goals consisted in
-
Prioritize and find the areas with major pain points
-
Find quick wins that have the potential to be scalable across the organization
-
Find and explore interdependencies between the future customer service and customer support
Problem
The client needed for an advisor and delivery partner to maximise the probability of success of this transformation program, which focused was on
-
Customer Portal
-
Customer Service
Outcome
Jobs-to-be-done: to represent customers' sub goals
User flows: to show employees and customer actions (front-end and back-end). To map customer entry points, epics and system integrations.
Storyboards: to visualise the process flows and prepare for the creation of the interactive screens
Lo-fi prototype: to show different front-end screens
Deliverable: Jobs to be Done
Deliverable: user flows
Deliverable: User stories
Deliverable: Lo-Fi prototype
