Exploration

With my product manager, we set about understanding the principles and pillars of the CD team so we were able to deliver a solution that will compliment existing interactions. Gathering relevant insights and exploring how we might design this experience, I outlined problems to solve and quick wins.

An easy win we could put in place quickly, was to ensure our contact form was collecting all the information required to action a resolution for the customer. The addition of one question to ask for the preferred resolution meant it was one less back and forth between CD and the customer, but required very little time of effort from the customer to complete. This was also something we could implement without the need of tech support so we saw impact from this change very quickly.

Refinement

I designed a simple step by step flow that focuses on one input or decision at a time for the user. I looked at where else we could position this new feature so that it is easy for customers to find. I validated the approach through usertesting.com an made some adjustments based on feedback before I handed this over to the engineers.

Results

We provided a quick, speedy and delightful way for our users to self serve their queries, allowing our CD team to focus on more complex queries. Of the users who were offered this experience, 73% successfully self served and received an instant resolution. The introduction of this feature led to a decrease in overall operational cost per user by 16%, this was due to fewer tickets to handle and a lower average cost of resolutions. We also saw a 2pt increase to our NPS score and significant increases to 90 day RR amongst these users.