Story
And then what happened?!
Situation
Our client, a regional cable company, was frustrated. Their extremely dedicated team of reps was being seriously hampered by the archaic, slow, and error-prone technology they were using. They needed a solution, but with a limited budget, they weren't sure what to do.
Collaborated to design a system to integrate over 100 separate, outdated applications used by sales and tech support representatives.
Obstacles
- Short engagement (3 weeks) so we had to limit the scope of what we delivered.
- We took a complex mishmosh of completely disconnected applications used by sales and customer care reps that slowed them down significantly. Because we didn't have the scope or the budget to integrate them all, we learned from the reps which pieces of information they needed most in order to do the bulk oftheir work, and integrated those systems.
Action
Conducted user research and worked with stakeholders and users to uncover the largest inefficiencies in reps' workflows.
Synthesizing insights and created journey maps to showcase possibilities.
Planned and co-facilitated workshops and a co-creation session that brought together client stakeholders and users to discover solutions.
Presented designs and high-level strategy for integration.
Result
This resulted in unparalleled team unity, alignment and understanding of the design process by our team and clients.
