Customer Realtions Blueprint - User journey 2.svg 4.51 MB

Project context

The company and 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.