stone
This project aimed to create a single service platform for the operation, significantly reducing the number of screens and systems used during the process.
The Discovery stage employed a three-pronged approach to gather insights and formulate hypotheses. Firstly, "shadowing the operator" involved remotely observing real customer service interactions, providing firsthand experience of the common questions and challenges faced by customers. This direct observation offered valuable context for understanding user needs. Secondly, in collaboration with the project's Product Owner (PO), a service system analysis was conducted, examining call data within the service system.
By identifying frequently recurring issues, this analysis validated and refined initial hypotheses. Finally, engaging with the operations team through interactive sessions ensured that their perspective on the product and service process was incorporated into the development process. This feedback loop ensured that the attendants' experience and insights were integrated into the development process.
