Problem Statement
Agents are hindered from solving Customer Cases at speed by their current tooling, outdated business processes, and operational inefficiencies.
Possible Solution
- Decrease high volume of Critical issues
- Out of the box solution for highly customized legacy tools
- Consolidation of fragmented business processes
- Enhance high-touch customer service processes
Design Process
Research Insights
- Collaborated closely with Autodesk Team to build understanding of and alignment around business, user, and technical needs.
- Created user interviews to learn more about agents processes, primary task and key metrics.
- Interviews conducted in person shadow sessions agent around the world
Co-Creation
- Persona creation
- Journey Mapping
Recommendations
— Created wireframes and interactive prototypes to visualize and iterate on design of Sales process concepts before implementation.
Results
- Considerable decrease high volume of Critical issues
- Out of the box solution drastically increased performance
- Consolidation of fragmented business processes in common platform a big win for users
- Overall new platform has completely transformed how our agents work. They are more efficient, engaged, and empowered than ever before.