Stakeholders:
Customer Care. Design. Technology. Product.
Long term goal:
To offer helpful help and support experiences.
Success metrics:
Ways of working
Feedback
Customer satisfaction
Cost per call
Call duration
Self serve information
Ways of working
Feedback
Customer satisfaction
Cost per call
Call duration
Self serve information
Map:
As an Advisor, I want to accurate information, so that I can help customer queries.
Start > Open Inbox > Start Query > Reply to Customer > Next Steps > Solve Query.
Start > Open Inbox > Start Query > Reply to Customer > Next Steps > Solve Query.
How Might We Opportunities:
HMW/ integrate security requirements?
HMW/ improve performance and reduce loading times?
HMW/ help advisors with the latest order information?
HMW/ encourage customers to self-serve?
HMW/ integrate security requirements?
HMW/ improve performance and reduce loading times?
HMW/ help advisors with the latest order information?
HMW/ encourage customers to self-serve?
Prototypes:
Applications for Web & Back Office.
Applications for Web & Back Office.
Outcomes:
Design Sprint. Interview with 5 customers. Developed a test and learn framework. Leveraged digital tools and platforms. Simplified end-to-end production and operations. Promoted Self Serve principles. Improved communication. Increased accuracy and level of detail.
Design Sprint. Interview with 5 customers. Developed a test and learn framework. Leveraged digital tools and platforms. Simplified end-to-end production and operations. Promoted Self Serve principles. Improved communication. Increased accuracy and level of detail.
