Creating a unified vision for customer success.
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.
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.
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.
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.
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.
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.