Improving Team Efficiency   

Over the last year we have been working on improving the efficiency of the internal teams and processes that provide the service, by engaging the frontline employees. 

As the designer I needed to understand the day to day responsibilities of the teams. To do this we have run a number of workshops and ideation sessions as well as individual interviews to gain an understanding of the internal processes, the daily frustrations and the pain points for both the employees and their clients. 

Defining the user journey

A brainstorming session with the teams identified the full user journey within the service.

This included identifying user actions, artefacts (simulator, emails etc), on stage and back stage actions, system support and other actors in the process. 

Emotional map

In the following session the teams created an emotional map of the journey, building empathy with the client experience and identifying the key pain points. 

Outcomes so far... 

The outcome of the work has included the implication of a scoring system within the CRM to allow the call centre to prioritise clients.

We have also introduced a SMS messaging system and identified the need to develop a service designed specifically for non-resident clients. Now we are working to improve the most used screens and tools of the internal CRM.