Creative Fields // User research, Requirements gathering, Task analysis, Prototyping
Client // CHIMP Charitable Impact

Project details

A new service offering required CHIMP to scale and change their support process. A prior CRM system was largely abandoned and did not meet business needs. While a disparate set of tools and internal knowledge created a disjointed and bottlenecked support system. Backstage processes needed to be improved for better service delivery.

 

Design question

How might our support system give all team members a clear understanding of a client’s journey, so the client is able to receive the right information from the right team members at the right times with minimal delays?

Working with the product owner, I conducted interviews with different stakeholders and frontline service staff to understand the current workflows and data pain points from the first sales touchpoint to onboarding. I learned from the interviews and shadowing service staff the manual data process that could be avoided by connecting different systems as well as the potential areas where information security was a risk. From these interviews, I created jobs-to-be-done, personas, and mapped out how client information was transferred between departments and how the three customer types would move within these departments during the customer journey. I validated and iterated on workflows with team members through an interactive prototype to ensure adoption.

I presented to stakeholders and with technical teams for development considerations. This project amplified the capacity and quality of customer support, clarified the different levels of the new service and resolved data and security issues.