Service Designer and Consultant
Incident module
How might we map all the services involved within the Mobile telephone process and redesign the actual services to deliver a good experience?​
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2021 / Teamwork: 3 people planning but a lot of actors involved / Client: Solistica
Challenge:
The current incident module has opportunity areas to improve the experience and the service behind it.
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The current problem was that many users were making mistakes when uploading their applications, as the questions in the form were confusing.
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The objective of this project was to validate which variables had to be changed to improve the experience, and also to ensure that the service was provided in the best way in all countries: Mexico, Colombia, Latincentro and Brazil.
Process:​
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I conducted interviews with users who use the incident module, for this I requested support from the analytics area, which had information on users with the highest and lowest number of incidents, and their respective countries.
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I shared the results and improvement recommendations to the configuration team and internal agents to validate if changes were possible.
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I tested and validated the changes with the users in each country, in total there were 8 users in 30 minutes sessions, listening to their comments and expectations.
Example of incident form for Brazil:
Solution:
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Delivery of the final mockup for configuration based on user research.
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Identification of information that requires knowledge articles to facilitate the user's request for self-service.
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Wording validation of all the types of incidents we were "offering" in the module.
