The companyand their customers' data was at risk of being breached via phishing attacks. Current legacy systems could not efficiently support the company call agents inputting the correct information, cross-checking data and cross-checking historic data in an efficient way.
How to reduce risk at key stages of the calling process that can support both the caller and the customer agents. The outcomes were used as part of a larger digital transformation project to improve the internal systems and portfolio of digital services.
The project helped the Customer Relations Team identify patterns that can prevent any information breaches for the company customers & new opportunities to work with different parts of the customer to access information which can save the agents time and comply with GDPR protocol.
How I felt
There was a lot of pressure as there were over 6,000 employees and I was the first service designer to support change across North America and Europe. Having confidence in my approach and using evidence. Creating a holistic service within a large organisation is not a one-way process. It involves listening to some of the existing challenges teams and departments faced when trying to go through change across the business to create win-win opportunities. This helped me build relationships quickly and prove that human-centred design can work.
What this inspired me
The ability to get people around from different parts of the business to help them understand each other's challenges, align on what was blocking the service and inspire them to see the bigger picture on different levels that goes beyond just one user's experience.
4 comments
Daniele Catalanotto
Jan 22, 2022
Wow Daniel! Two experiences already shared in one day 🤗⚡️ You are on fire ⚡️Thanks so much for sharing and for all the energy, details and inspiration ❤️
To kickoff the co-creation round, here a few questions to find the very down to earth and practical learnings from your experience:
How did you bring different people from different parts of the business together? What was your killer argument to make that happen?
How did you help them find out what blocked the service?
Based on your experience, what could a bakery, a dentist, or any other small shop do to better comply with GDPR protocols without having a headache?
Already excited to see your answers and to continue the conversation!
Thanks for the in depth feedback Daniel 💌 Really appreciate it!
So from what I read I could formulate this early seeds of Service Design Principle:
Help first those who you can impact the most
When working with large groups that have very different needs start start with the needs of the group where you can have the biggest measurable impact first.
This will help create momentum and excitement in the organisation and buy-in to continue the process later with other groups.
What do you think? Should we explore this one in more depth?
Daniele Catalanotto
Jul 15, 2022
Hey Daniel :) I explored in more depth one of the gems that came out of our discussion. The idea that we should:
