Building competitive advantage for a Fortune 25 company by redesigning the appliance service and delivery experience. Provided specific insights on improvements to customer experience, and defined product features of a service supporting web app. Research involved secret shopping, shadowing delivery people and support techs, listening to call center complaints, examining social media and BBB complaints, and 1-on-1 interviews. Solutions were co-created with stakeholders at different levels and from different business units.
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