How might we enable our customers to self-serve and self-manage their software and network solutions with support as needed…
Completed service design work across 3 major cloud programs for enterprise clients infrastructure & network services, and small business software applications.
Service design work conducted with project teams & stakeholders included discovery workshops, persona development, journey mapping, service blueprints, customer interviews & user testing. Working closely with UX designers & content writers to define, test, design & deliver customer experience touch points for cloud services.
Working closely with delivery teams in partnership with international software vendors through design & build phase. While conducting user testing & reporting on CX issues, to prioritise recommendations to fix and managing progress of items moved to backlog.
New cloud platform experience, demonstrates cloud capabilities to solve their business problems:
- Case studies to communicate business solutions and service value
- Demo available for sales staff & customers to interact with
- Reduce the barrier to start with simple log-in experience
- Sandpit environments for solution design with transparent pricing
- Enable customers to self-serve to buy, connect and manage their services with support available where needed
- Managed and professional service packages available to add on
- Flexible product offerings with month to month or contract options
- Choice of hardware available to suit needs & budget
- Configuration, management, usage, reporting, billing & support available from one customer facing portal
Existing platforms saw an uplift of +10 NPS points and new cloud platforms achieved customer advocacy launch targets of 70+ in system usability scores.
Lizzie Bott 