Background

As a customer experience and services design strategist at Ivaldy group, our team was tasked with understanding the path within the service backstage and frontstage made of several contact points seen through the user’s path by researching customer behavior and common customer responses to particular experiences. Our goal was to create new processes to improve observed issues, identifying problem areas through key performance indicators, feedback, audits, and reviews, also proposing changes and improvements to the service experience.

Problem

The main issue we faced was identifying pain points in the customer journey. We needed to understand where customers were experiencing frustration or confusion so that we could propose solutions that would improve their overall experience. This required a deep dive into data analysis as well as direct feedback from customers.

Solution

To address this problem, we designed an end-to-end journey of our service, helping the user complete their goal and stakeholders deliver a policy intent. We thought at a systems level and envisioned strategies that leveraged context, aspirations, and methodologies to identify novel opportunities and envision means for achieving them. By analyzing key performance indicators, feedback from customers, audits, and reviews we were able to identify specific pain points in the customer journey. From there we proposed changes and improvements to the service experience that would address these issues.

Impact

Improved overall customer satisfaction by X%
Increase in repeat business by X%
Reduction in customer complaints by X%
Increase in positive online reviews by X%

Team

Jane Doe - Customer Experience Strategist
- Analyzed key performance indicators to identify pain points in the customer journey
- Leveraged context and methodologies to identify novel opportunities for improving the service experience
John Smith - Service Design Strategist
- Crafted end-to-end journey of our service with a focus on helping users complete their goals while delivering on stakeholder policies
- Leveraged aspirations of users to inform design decisions throughout the process
Amy Chen - Data Analyst
- Analyzed data from various sources including key performance indicators, feedback from customers, audits, and reviews to identify pain points in the customer journey
- Made data-driven recommendations for improving the service experience based on findings from analysis

Customer Experience Strategists Improve Service Journey