Boosting CSAT & driving self service with Review & Edit feature
Releasing a new feature focused on enhancing the customer onboarding experience.
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Background:
We had released an MVP that was having a positive impact, but we wanted to continue improving the experience. Even after our initial release the business was continuing to face the issue that customers were calling into the care center regarding their recent service request rather than taking advantage of our digital platform upgrades.
Role:
I led design for our I Sign Up & Move product vertical. I worked closely working with 2 PMs, product owner, ~8 developers, and led 2 other designers, to create more simple and delightful experiences that help our utility customer to better self serve via our digital platforms. Through collaboration, research, and discovery the Design team I led worked to uncover customer and business needs, and translated them into an engaging, simple, and intuitive feature that evolved and enhanced the product experience. This features was designed to help give our customers more flexibility to manage their digital service request on their own time.
Core Responsibilities:
Product Strategy · Visual Design · Usability Testing · Mockups · User Research · Process Design · Wireframing · Product Design · Design Thinking · Design Direction · User Experience (UX) · Leadership · Cross-functional Collaborations
Problem Areas:
Our utility customers were not able to self-serve and edit a service request they had submitted:
- For our customers this increased friction and decreased their satisfaction with us as their utility company.
- For our business this was slowing down our CSR’s & costing time & money.
Impact:
To date this feature has led to:
- Over $60K in business savings
- An increase in self-service & reduction in call center traffic
- An increase in CSAT & digital adoption