The Challenge

To understand and bring the customer and agent experience together to bridge the gaps in their cross-channel journeys.

Challenge Accepted

Understand the technical flows and customer journey through their existing service channels. Know-how and where the customers’ journey is initiated and progressed.

Approach

Describe the statistical factors they focused on to represent the customer cohorts in defining the Archetypes. Describe where the customers start interacting with the channels. How does the customer go through the various channels to solve the issues?

How I helped

• Collaborated with researchers, technical SMEs, and product owners to articulate goals and align on key deliverables.

• Helped to establish an understanding of the purpose of the process flows and journey maps.

• Collaborated with mural whiteboarding sessions to draft the on-demand process flows with stakeholders.

• Enhance the flows following the review from SMEs

• Find the gaps in the omnichannel experience from the customer's point of view.

• Present the gaps with data visualization for an easy understanding for the stakeholders.

• Understand the CST provided by the clients for the data reference.

• Craft the journey maps for improving the omnichannel experience of different platforms using the process flows and research data.

Personas

I started working with the researchers to understand their work, verbatim and technical details involved in their work process. Take an aerial view of the survey and interview details to understand the data. The key findings helped me to lay the template for the personas of 4 archetypes.

Work Flows

Working on the various workflows explained the end-to-end interaction between the customer and service channels. There are different paths a customer can take to get into the service channels.

Analysis Phase

Working on the whiteboard sessions with SMEs helped me understand and analyze the gaps between the various channels. This analysis leads me to craft a present journey map.

Journey Map

The analysis of the workflows, customer satisfaction data, TA, NPS, and NS are the KPIs that are out of the surveys and other research data. This data helped us to craft the journey map. Provided a design solution by crafting a journey map using whiteboarding sessions with SME’s and analyzing the gaps between the channels.

The future state of the journey map was crafted by considering the KPIs like awareness, consideration, and loyalty of the customers.

Retrospective

I enjoyed the whiteboarding sessions with the technical SMEs and learned a lot of new things during this project. I got a chance to go in-depth into the process the company follows. I enjoyed crafting the personas and workflows, which helped me to start analyzing the gaps. I learned how to design a future state of the customer journey. The constructive feedback I received from the review meetings gave me a great insight regarding my understanding of the subject and designs. By the end of this project, I learned and added Mural to my skillset. I excelled in my skills in Adobe Illustrator and Adobe XD.

 Thanks for walking down the project :)

If you’d like to have a chat about anything design related, I’d love to hear from you!