OUR IMPACT
We presented our client with a visionary guide, outlining transformative capabilities for both customers and employers.
UPSKILLED
the internal client's Design Team
~$300 M
Annual Opportunity Validated
OUR SOLUTIONS
There were two components to our solution. Firstly, we crafted two comprehensive end-to-end blueprints, serving as the north star that represents the envisioned future experience. The second aspect involved the development of a microsite designed to house all knowledge related to the experience, including concept breakdowns and the anticipated value realization for each.
The microsite served as a tool to secure company buy-in, paving the way for incremental investments to apply the vision.
BLUEPRINT
The blueprint shows experiences specific for various customer segments. Including current and future state, perspectives from the customer and backend assistant, and assessment of data and capabilities.
MICROSITE
The microsite served as a hub for the new vision, providing a centralized location where key information from engagements, segment specifications, insights gleaned from our research, and value analyses could be easily accessed and explored.
DESIGN LENS
Over the course of 7 months, we delved deeply into comprehending our clients' environment. Through a thorough platform audit, we gained insights into the current customer experience. Employing a competitive assessment, we pinpointed areas in the market where we could assist our client in taking a leadership role. Customer interviews provided a deeper understanding of the day-to-day needs and challenges they face. Subsequently, collaborative sessions with key teams enabled the joint development of concepts. This collaborative effort culminated in the creation of 26 concepts integrated into the end-to-end experience.
Blueprint
Microsite
Platform Audit
Competitive Analysis
Interviews
Value Prop
Concepts
project deliverables
THE CHALLENGE
Create an end-to-end user experience for a transformative platform enabling clients ranging from large enterprises to small and medium-sized businesses to government entities to oversee their communication lines and manage their plans effectively and through self-service.
CONTROL OVER YOUR LINES
INDUSTRY
telecommunications
YEAR
2022
MY ROLE
SMB track service designer lead
MY RESPONSIBILITIES
project management, stakeholder and customer interview design and facilitation, workshop design and facilitation, synthesis, concept development, blueprint framework, microsite prototype
