Billing noted as a key customer issue
While working with an international company, I became involved with an effort evaluate and find a solution for a major customer pain point - Billing. In a recent NPS survey the billing process arose as a major source of customer pain due to the confusing and unwheeldy bills.
Google Sprint identified as a good framework for a "voice of the customer" workshop
Our first steps were to organize a Google Sprint style workshop to map the issues, sketch and create a prototype of the bill and test with customers - in 5 days.
My roles as a facilitator and visual design expert
The sprint team was comprised of 5 leaders in key areas, such as billing, technology, customer relationships and marketing. As a co-facilitator and the visual design expert, I had a key role to play.
On day one, we discussed the big picture and set a long term goal. Then we created a map of the current process. Finally, on Monday afternoon we showed our map to experts around the company and got feedback on its validity.
Leading the team through the sprint — sketching
Next, I led the team in looking for examples of great designs and experiences. After capturing elements that the team found compelling, we began sketching.
After more than a day of individual sketching, team voting and iteration. The best ideas were surfaced and decided on for prototyping.
“This is the statement I was hoping for.
I can’t find anything wrong.”
“I’m already impressed. This is fantastic.”
“I like the account details, even though it is details, it is very simple.”
“Perfect. It’s gorgeous.”