Process

Following the IBM design enterprise thinking methodology, my team and I conducted several workshop sessions through Mural. Each of the sessions (Framing, Discovery, Solutioning, and Scoping) have their own sets of activities including stakeholder maps, empathy maps, prioritization mapping, and more to help us understand the user's perspective.

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In the framing session, we explored a multitude of problems that customer and clients’ experience with the company's customer service processes. We identified Customer Experience as the general pain point that could bring the most business value if improved and modernized.

In our discovery session, we explored why the customer experience was such a big pain point. We were able to find the most common, general customer questions like power outage, service setup, and billing inquiries were easily answerable and were a waste of money and utilization for the company to have live representatives answering them over the phone. It can also be identified as the root cause of customers feeling neglected, impatient, and unsatisfied during long wait times to receive answers to general questions.

During the solutioning workshop, we realized that fast, reliable responses to customers’ general questions was the best way to fix this problem.

Finally, during our scoping session, we identified Watson Assistant to be the technical solution for this problem, as Watson Assistant can provide automated answers to those general customer questions at a fraction of the price and time that it would take a live representative to answer them over the phone.