How might we design modular network products and services, so that we can deliver a more connected and cohesive customer experience? Using “what’s on your radar” activity to guide interactive customer and partner interviews. The purpose was to explore key business outcomes, capabilities and enablers required to resolve mid-market and enterprise customer pains and achieve […]
How might we equip our frontline teams to make the right decisions at the right time, so that vulnerable customers are better supported? A series of workshops to delve into the complex and varied needs of customers in vulnerable circumstances. While frontline and project teams took immediate action, senior leadership teams explored situation, meaning and […]
How might we better understand our customers needs and expectations, so that we can maintain and grow engagement throughout the life of the service? A research and prototyping exercise to identify how to better deliver value to an existing customer base. Working alongside the project team, contact centre and retail staff. A deep dive into […]
How might we enhance our systems to reduce the time to deliver to customers and ensure we get things right the first time… Lead service design engagement across 5 core IT delivery streams to connect to a single sales platform integrated with 10+ background systems to work seamlessly & effectively in real-time. Conducted 40+ user […]
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 […]
Lizzie Bott 