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SERVICE DESIGN

Creating a unified vision for customer success.

DISCOVERY

UNDERSTANDING
THE BIG PICTURE

Creating better services for your customer sounds like a great idea on paper, but it requires a comprehensive understanding of the entire product environment.

 

To improve the customer's experience, we had to uncover their problems and needs, along with examining BD's internal organization, processes and customer interactions.
 

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DEFINITION

DEFINING the Customer Journey

After immersing ourselves with the BD product team, talking with key stakeholders, and conducting numerous customer interviews, the picture starts to form.

By outlining every touchpoint of the customer journey, we were able to determine the greatest opportunities for customer success.

PRIORITIZATION

Converging on the Right Product

New product development requires a united vision. 

We helped BD to align their business goals with the needs and goals of their customers so that we could take the first successful step forward.

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CONCEPT DESIGN

CREATING CONCEPTS TO IMAGINE THE FUTURE 

Getting new product design right on the first try is virtually impossible.

Through brainstorming, exploration, and iteration with the BD team, we created core concepts for their vision. Then it was back to the customer, collecting their input on performance and satisfaction.

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PRODUCT DESIGN

WHERE THE RUBBER HITS THE ROAD

Once we have targeted and tested solutions, it is time for to make the product shine. 

 

Working with the marketing and product teams we designed the interfaces and interactions that would differentiate the product and solve key problems.

SOLUTION

The Customer Basecamp

The first step in improving customer service was the creation of an all-in-one service center called the Customer Basecamp. The contextual interface design provided a place for customized KPI tracking, predictive analytics, ticket management, and training management.

The scalable design allowed BD to add future components and products to their customer success roadmap.

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Let's Make SomETHING GREAT
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KONRAD+KING
(858)333-7369

info@konradking.com

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