Designing a Better Customer Experience
As a Usability Specialist, I led a customer experience project focused on improving service efficiency and enhancing user satisfaction through research-driven solutions.
Timeline: Feb. 2024 - Feb. 2025
Roles: Project management | User Research | UX Design
Outcomes
Efficient Internal Processes
I conducted a comprehensive documentation audit, leading to a 20% improvement in task accuracy and employee satisfaction.
Strategic Recommendations
I outlined a low-cost, data-driven solution to address customer dissatisfaction, starting with improving troubleshooters to provide real solutions for clients.
Data Collection and Synthesis
I gathered and synthesized data from existing sources while introducing new research methods, including optimizing data collection processes, designing a targeted survey, and conducting internal usability testing to drive informed design decisions.
Enhancing the customer experience
The goal of this project was to enhance the customer experience by streamlining the customer service process, boosting efficiency for both internal teams and external customers. The following project brief shows the overview of steps taken to prepare for creating a bespoke system, combining company assets and processes into one platform to better serve the customers.
After recognizing a number of customer experience inefficiencies and areas for improvement, I began work on optimizing the customer journey. Three of the key observations that led to this project were:
Lack of centralized information for both internal teams and customers
Frustration with lack of, unfavorable, or untimely solutions for customers
Lack of trust within the customer service department
Challenges
Limited stakeholder engagement
Departmental turnover
Restricted time allocation
Optimizing Internal Processes
Key Actions
Audited and updated internal documentation for clarity and accessibility.
Led usability testing on to improve information architecture leading to increased employee satisfaction.
Proposed a cloud storage solution, later tabled for future implementation
Data-Driven Decision Making
Key Actions
Analyzed customer service case data and troubleshooter feedback, identifying issues within our current troubleshooters.
Organized a survey to gather more customer insights. 280 customers who had customer service cases in the last year were sent surveys, with a 10.4% response rate. 60% of respondents were unaware that the troubleshooting tool existed.
Identified a need for interactive and visual troubleshooting aids.
Workflow and Task Analysis
Key Actions
Identified and addressed inefficiencies internally such as misrouted calls, and miscommunication with repair technicians.
Actions included retraining employees on updated protocols and introducing consistent terminology for communications across different teams.
Next steps
Recommended Action
Data driven insights have shaped the development of a new customer service system by allowing me to make critical changes to the process and giving the company the ability to scale before committing to a new system.
The next step I recommended would be transforming the current troubleshooters to align with customer needs and restructure the workflow to provide solutions in real time.
