Improving the customer experience during upgrades
A team and I took on the task of understanding the customer experience for the Cardiovascular Informatics business to improve trust by identifying key areas of intervention.
Outcomes:
This work provided the business with clear areas of improvement for the customer journey along with prototypes of solutions that improve key aspects of the upgrade process for a SaaS model.
Methodology:
Mixed-Method Research
Workshop Facilitation
Storyboard Design and Prototyping
My Role
Led discovery sessions with internal subject matter experts to uncover key customer experience needs.
Facilitated prioritization workshops to identify high-impact opportunities within the customer journey.
Designed a prototype plan to co-create storyboards and solutions with stakeholders for customer testing.
Conducted user testing to gather insights on the effectiveness and impact of proposed services and solutions.
The Prototype
After analyzing insights from subject matter experts, our team identified three key intervention opportunities to improve the upgrade experience.
I led the development of a prototype focused on capturing customer workflows during the upgrade process. To validate its effectiveness, I designed a discussion guide with in-depth questions about both the prototype and overall customer experience.
This structured approach ensured that customer feedback directly shaped the prototype, leading to a more seamless and efficient upgrade process.
What We Delivered
Though this work we:
Identified a 100+ pains throughout the customer journey.
Observed 2 customer upgrade demos.
Created 3 storyboard prototypes to test.