SERVICE design
Restructuring customer onboarding processes
2 months
2 people
2019
Utility
Challenge
Help the utility player streamline their internal processes for customer on-boarding leveraging their new tech platform, upcoming digital drivers and meet the increasing customers' expectations.
The approach
An ad-hoc multidisciplinary team was led through a co-design journey using an innovation room setup. The journey consisted into 4-steps:
OUTPUT & OUTCOME
The output consisted of a series of detailed blueprints specifying both users' and employees' experiences, as well as the client tech platform features involved in each step of the customer on-boarding journey.
The outcome consisted of the team's empowerment to work together, and innovate in a more focused and efficient way.
MY role
My main responsibilities were to:
-
plan, facilitate and analyse co-design workshops,
-
design blueprints and journeys
Mapping the current
onboarding processes, identifying patterns, misalignments & challenges
Co-design of user experience micro-moments along the
onboarding processes
Iterative co-design of detailed blueprints to design coherent E2E onboarding journeys
Declination of all the tech features needed for the user experience to be implemented
20+
Client stakeholders in the team
14
Business units involved
4
Facilitated co-design workshops
4
1
2
3
30+
New features
implemented
6
Redesigned experiences
& processes
240K
Customers
impacted