End-to-End Process - First step

I have a proven set of tools
 

interviews

For any team I am on, it’s an application we are designing, for someone. Who’s the client? Let me talk to them. Happy ones… One’s on the fence. Angry ones… this is the information gathering moment. I have a set of tools I have developed and refined over the years.

Transcribes

I find that every word in these interviews are packed full of unseen knowledge. It’s here that I look for and find the opportunities to create a vision and long term strategy.

Predictions

The once this vision is able to be conceptualized, we can then begin to make small predictions and make corrective adjustments.

Out of this phase we are after a just a one thing!!!

Create the vision 

End-to-End Process - Second step

Necessity gives rise to Invention

Let’s put that JOURNEY MAP in action!
We’ve identified all the pain points. Now let’s prioritize.

Short term Strategies

We assess the level of pain points during the primary workflows with each of the users (the PERSONAS).
Based on our user data we can plan a logical course of action with quickly achievable milestones which will organically begin to gain back and maintain user trust.

Longterm Strategies

Out of each milestone met, there is a bundle of ideas that continue to feed back into the longer term goals… We look for these OPPORTUNITIES together and readjust course as we learn, establishing the best way to achieve that North Star vision!

End-to-End Process - Third step

DIG DEEP

Amazon’z AWS ID Resolution

Currently under NDA.

William’s Sonoma Customer User Interface (CCUI)

Currently in Beta.

Support Experience Group

Currently in Beta.

MICROSOFT’s ONE effort… One support system designed on its own platform Dynamics 365 is currently deep into development.

As the Support Experience Group, our team is constantly monitoring our customer, which happens to be our internally & externally employed support agents. We track their ASAT (Agent Satisfaction Score) and use that as a primary data source for adjusting course of action.

As we launch monthly updates we are watching the ASAT score go up!