Challenge: Understand how customer service employees interact with customers using "click to chat" and "click to call" website features to improve both internal work processes and customer experience.
Process: Our team conducted contextual inquiries (observations and interviews) with customer service employees, focusing on the systems, processes and tools used to service accounts and interact with customers. We took an apprentice approach, observing the employees as they chatted with and took calls from customers. We observed and interviewed them at different times throughout the day to account for variation in activity, and in different departments servicing a variety of product and account types. Topics of discussion included billing and payments systems, making account changes, solving customer problems, information management systems, general work flow, and time/task allocation.
Outcome: Our research led to recommendations for improving workflow and processes, and making information and systems easier to navigate, in order to increase efficiency and productivity and improve the customer experience.
My role: Research design, project management, data collection and analysis, design recommendations, report and presentation.