Support that remembers
A unified servicing ecosystem across digital, assisted, and self-service experiences.
“A scalable servicing model that preserves customer context across touchpoints, reducing repetition while supporting more personalized and efficient experiences.”
Adapted for confidentiality
Overview
Team
Working alongside a Senior UX Lead and a Senior UX Manager
Scope
B2C, D2C, Cross-channel
Focus
Omni-channel servicing support
Personalized quoting experiences
Language preferences for omni-channel servicing
Role
Product Designer and UX Strategist
In this North Star initiative, I partnered with the Senior UX Lead designer, translating foundational research into a cohesive future-state vision. Collaborating closely with the Senior UX Lead on the system architecture and the Senior UX Manager on the business goals, I prioritized top-tier servicing goals to streamline the customer journey. My work focused on bridging the gap between high-level strategic discovery and tactical UI/UX execution, ensuring a scalable and compliant path forward within a complex product ecosystem.
The golden triangle
Identifying the top goals for these three target groups and balancing the goals of these three targets, ensured that user needs are satisfied, support operations run smoothly, and the company continues to maintain fiscal sustainability.
Northstar features
Based on insights from user interviews, we identified and prioritized key user needs using a structured prioritization framework. These prioritized needs informed the development of a working prototype that extends and evolves the current logged-in and logged-out servicing experiences.
Based on the RICE score, we reevaluated the confidence and effort levels and noted the possible factors that could increase confidence and redefine the effort level.
Northstar vision and Roadmap planning
An interactive prototype was created to convey how we the new features could easily integrate into our current experience. This decision was made because previous Northstars were noted as too blue-sky when a new branding themes and styles were introduced.
The concept prototype was planned to be shared in roadmap conversations with the managing product and IT partners. This would help shift the priorities and strategy from bug fixes to feature enhancements that elevate the customer retention and their account experiences.