Customer Experience Design
Retail Online Service Centre
Improve customer experience whilst reducing cost for Customer Service team to serve. Focus on resolving enquiries at first point of contact via the most efficient channel for each case type.
Introducing the Service Centre – An online customer service centre that provides customers with self-serve support options.
Included in this case study are elements of the project that I had more involvement with, and only represents a small piece of the project.
Project Background
Following the findings of a ‘top enquiries’ exercise, in which the service design team explored the topic of researching and understanding the top global reasons that customers contact the CS team, we put together a list of solutions for countries to implement in order to cut down the cost of customer contact.
The images shown here are case studies for 2 of the countries that had implemented the teams suggestions, showcasing the impact on the CS contact and cost saving for the business. The case studies have had all sensitive data omitted for display purposes.
This was phase 1 of the Service Centre project, where we explored the options in which customers could self serve to resolve issues/enquiries without the need to contact the CS team.
Project Details
As part of my involvement in the project, utilising customer data and input from the business and service designers, we created a concept 1 pager to explore how to make the service centre viable and perform as expected for the business.
We first compared the ‘As is’ state (account area), to the future state and what functionality needed to be included for MVP and future scope.
Wireframing
After understanding the business and customer requirements, we created initial wireframes for each section of the Service Centre, including logged in/non-logged in states, landing pages, etc..
You can see examples of these in the images.
