Restructuring customer onboarding processes
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.
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 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
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
Client stakeholders in the team
Business units involved
Facilitated co-design workshops