Rosa Shand
Eligible and available to work in the UK from July 2024
Customer experience design & UX of a key piece of ticketing functionality
Client
Government agency
Sector
Public sector
Skill areas
Service design
Service blueprinting
CX design
UX
Storytelling
Presentations
Workshop design
Facilitation
Context
I was a member of the customer workstream of a programme implementing a national ticketing solution. I was involved in several key pieces of work during my time on the programme as detailed here.
The opportunityOne of the projects within the programme required ongoing customer input into customer experience design of a key piece of functionality and the UX of a B2B website that allowed that functionality. The challenge here was balancing customer research and experience design rigour with what was achievable within budget, technical constraints and delivery timelines.
The outcome
This work is ongoing but the consistent focus on customer needs and behaviours will ensure improved customer outcomes and lower operational costs through minimising unnecessary use of support channels. While we had to balance limitations of the technology solution with customer experience, we ensured that we advocated for the best outcome for customers at every opportunity possible.
My roleI worked as the customer workstream representative within this project alongside business analysts and a project manager. My work involved:
- Designing the customer experience
- Creating service blueprints to map the customer journey to business processes and technology
- Writing customer impacts for Design Authority papers
- Creating presentations for the design authority and the board
- Creating reference materials to communicate our work to the wider program
- Designing and facilitating workshops to get input from our wide range of stakeholders
- Conducting a UX review of an administrative B2B website including reviewing wireframes from the solution provider; presenting wireframes and facilitating discussions to gather feedback from a group of stakeholders and customers; prioritising feedback items with the solution provider
- Designing a high level, multi channel customer support system including different support channels and functionality and where channels would intersect and impact on customer experience