Interviewing customers, internal stakeholders and mapping out processes in order to redesign the voice authentication service at an Australian Telecoms company.

This was a team project, where I was 1 or 2 contributors.
How might we redesign a voice strategy to create a better experience for vulnerable customers?

Skills and tools:
UX Research
Service Design

Outcome

We delivered personas, service maps and customer insights that allowed our client to validate customer needs and priorities - mitigating the risk of implementing a technical solution that ultimately customers did not want.
A Telecoms client was looking to improve their voice experience, focusing on voice authentication. The voice experience (phone call support) was often the only touchpoint customers had with the client - and we found it also played a big role in determining their perception of the quality of service.

There were a number of technical solutions available, but we needed to determine what the client’s operations could support, what the customers need, and how to up-skill call centre agents.

8

customer interviews conducted

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