Overview
This telco worked in an agile setup where one of the teams was in charged of the customer service pages. The purpose of those pages at the website were basically to help customers solve their issues online instead of calling.
Goal
My goal when I joined the team was to make them work more user centric and apply the design thinking methodology into their way of work.
User tests and interviews
For starters I introduced the possibility to do user tests and interviews regularly. We put an interview session with 5 customers every sprint, and it was important that the rest of the team participated in those user tests.
User groups
With all that research and all that data we went on and identified two important user groups. The customers who wanted to call right away and the ones who preferred to solve their errands online.
Impact map
Now I had to find a way to make the user groups be present all the time in our everyday work. So I went on and had a workshop to make the team create an impact map. The impact map would help us to prioritize our work before every season (3 sprint-period) and It was going to be a document that was alive all the time.
The team agreed on the first version of the map and we continued to update it along the way.
