Our team worked with a Research Think Tank based in NY who was troubled by customer inquiries going to the wrong places.
Through research, we realized that some internal problems and undergoing changes are the root cause of the inefficiency of their customer service system.
In the end, we proposed both easy fixes and strategic-level insights as reference for their future decisions.
Note: I cannot share the whole project publicly due to the Non-Disclosure Agreement (NDA). However, don't hesitate to shoot me an email if you want to hear more!
Oct-Dec 2019 (8 weeks)
Desk research, remote interviews, ethnographic research (on-site interviews, observation), Be your Customer
We grouped by what was going well, the problems, and what was causing redirections of the customers' inquiries.
We mapped out the current journey of two types of customers, as well as what's going on in the backstage in the employees' perspective, in order to pinpoint the disconnections in the service.
