* Portions of this project & associated process have been redacted for NDA compliance
To execute heuristic evaluations on this existing omni-channel servicing experience,
I mapped out both customer and servicing employee touchpoints.
The result? A hybrid journey map/flowchart.
I mapped out both customer and servicing employee touchpoints.
The result? A hybrid journey map/flowchart.
Leveraging this visualization, I was able to make sense of the complexity of 'name change'
and successfully identify customer experience gaps.
and successfully identify customer experience gaps.
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Timeline: 1 month
Scope: Main servicing LOBs (Retail & Card)
Research Methodology:
SME In-Depth Interviews, Task Analysis, User Flow, Journey Map, Heuristic Evaluation
SME In-Depth Interviews, Task Analysis, User Flow, Journey Map, Heuristic Evaluation
Findings: 24 CX gaps
Impact: Identified CX gaps translated into JIRA tickets to action upon
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Want to learn more about my process? Contact me @ kyuand@gmail.com
