The challenge: lack of a unifying CX strategy created fragmented client experiences across a company experiencing rapid growing pains.
From product to product and from region to region, clients experienced jarringly different versions of the growing company. The lack of unifying themes of how they served clients and connected their products strained growing relationships, created churn, and produced relationship dead-ends.
The solution: design a CX Strategy to unify how they architect their products and listen to and serve clients
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Starting with comprehensive experience maps, we documented current and ideal journeys for personas and built correlating service blueprints.
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Working with executive leaders, across functions and products, we established unified CX OKRs, KPIs, and gain and delivery drivers.
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We directed the build of a complete design system with Figma componentry linked to re-usable code, policies, and guidelines.
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We created a content strategy that anticipates and responds to needs across all stages of the customer journeys including guidance on end-to-end content production.
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I directed the creation of a digital interoperability blueprint to guide how current and future products connect together.
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We created a Product Design Playbook to ensure new products were designed with intentional x-sell paths.
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We unified and harmonized fragmented VOC tactics to gain better data while deepening the relationships with clients.