In this project we sought to understand and improve the customer support experience for several products offered by a large internet-based company. We utilized journey maps to help describe the current user experience, as well as to show opportunities for improvement of the products. I worked as part of a five person team at Insitum, an international innovation consulting firm.
User Research – The project started with understanding the current user experience through interviews and participatory research activities.
Experience Mapping – We then analyzed the data to find the different user modes and emotional drivers throughout the support journey.
Opportunity Identification – From the journey maps we were able to identify several immediately implementable opportunities for improvement for each product.
The client was very happy with the results and has decided to hang the journey maps in their office space as a reference and decorative piece.