Creating a metrics-driven design culture
“I lead the Product Experience team’s design efforts at Whispir, and I’m proud to say that we introduced metrics such as satisfaction scores, support tickets, and performance indicators. These metrics empower our team and stakeholders to improve customer satisfaction and experience.”
Background
Whispir operates within a complex framework involving multiple teams. To streamline our operations and enhance collaboration, we adopted service design blueprints.
This visual framework helps identify pain points, opportunities for improvement, and areas of synergy across the customer journey.
The introduction of service design blueprints has facilitated better coordination, strengthened partnerships, and improved the overall customer experience.
Strategies and Initiatives
Introduction of service design blueprints to map out touchpoints and interactions within our ecosystem.
Collaboration with cross-functional teams and external partners to co-create and refine the service design blueprints.
Integration of service design principles into our design and decision-making processes to ensure a customer-centric approach.
Progress and Achievements
Increased satisfaction scores and reduced support tickets indicate the positive impact of our designs on internal and external customers.
Improved communication and collaboration between teams have led to more cohesive and effective design solutions.
Continued emphasis on data-informed design decisions has resulted in more strategic and impactful design outcomes.
Our Impact and Influence
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Increased satisfaction
For both internal and external customers resulting in customer retention.
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Foster a culture of innovation
Improved collaboration & alignment across departments.
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Elevated Whispir's reputation
As a leader in the telecommunication industry in impactful design solutions.
Introducing Service Design to Whispir
Watch my video demonstration showcasing how I introduced Service Design to Whispir.
Service Design in Whispir
Lessons Learned, Future Directions, and Conclusion
Reflecting on our journey, we've gained invaluable lessons that will shape our future strategies. Embracing a metrics-driven approach has empowered us to continuously enhance our customers’ experiences through a holistic lens. Utilising the Service Design Blueprint as a tool for stronger collaboration across teams has facilitated smoother alignment and, in turn, fueled innovation and excellence.
By integrating metrics and strategic initiatives, we've not only elevated user experiences, but influenced the broader organisation.
Special shout out to my immediate team, Hazel and Katy,, for their unwavering commitment to driving organisational impact through design. Together, we're driving change and setting new standards for the wider team.
Click on their names to visit their portfolios featuring Whispir Case Studies.
