Client: Major Telecom Client

Role: Sr. CX Designer

Project Details:

Develop cross-channel journey mapping of the entire Technical Care Experience ecosystem based on the prioritized list of service-related issues. Create the agnostic personas for the archetypes and workflows for the omnichannel experience for broadband and wireless customers.

Contribution:

Persona creation, work flows, and journey maps.

The Challenge

To understand and bring the customer and agent experience together to bridge the gaps in their cross-channel journeys.

Challenge Accepted

Understand the technical flows and customer journey through their existing service channels. Know-how and where the customers’ journey is initiated and progressed.

Approach

Describe the statistical factors they focused on to represent the customer cohorts in defining the Archetypes. Describe where the customers start interacting with the channels. How does the customer go through the various channels to solve the issues? 

Retrospective

I enjoyed the whiteboarding sessions with the technical SMEs and learned a lot of new things during this project. I got a chance to go in-depth into the process the company follows. I enjoyed crafting the personas and workflows, which helped me to start analyzing the gaps. I learned how to design a future state of the customer journey. The constructive feedback I received from the review meetings gave me a great insight regarding my understanding of the subject and designs. By the end of this project, I learned and added Mural to my skillset. I excelled in my skills in Adobe Illustrator and Adobe XD.

Thanks for walking down the project :)

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