Design a structured strategy that enables stakeholders to engage closely and gain valuable insights.
MY ROLE
I was the lead solo designer for this project from the initial research to prototyping. Throughout this process, I received support from a customer knowledge specialist from Citi, the department director of the BPO. This collaboration allowed us to establish trust and hire additional designers, ensuring the entire strategy was implemented smoothly and efficiently.
The creative teams and digital brand owners in the innovative healthcare industry have a siloed workflow that does not allow growth sessions. This reflects limited trust and overspending in rounds of iteration due to a lack of collaboration
DISCOVERY
Communicate their fears, needs, motivations, and behavior anonymously or responsibly without friction.
The BPO representatives perceive that reporting various emotions and external factors related to that situation, from end customers to directors can be seen as a sign of weakness or unprofessionalism and may result in them losing their jobs, as has happened to other representatives.
Just 35% of the BPO representatives have a record of success closing agreements.
60% of the end customers “I Dont see a significant benefit to staying active on the financial system”
Validate + Iterate
WORKSHOP #1
Defining Target Groups
Once the prototypes were developed based on experience and Data to empathize with the different types of users, they served as a starting point for reflecting on the users' needs and challenges and possible solutions to consider later in building the
information architecture.
Research and findings
Find significant barriers to discomfort during working hours
between BPO representatives and end users.
Entry-Level and Mid-level employees interact with
the final users on phone calls can help you understand the primary
personal barriers.
470,000
End user's benefitted from
the new credit line established.
16
Research sprints for Innovation
80+
Yearly budget effectively
managed, planned and resourced