OBJECTIVE

Improve customer experience in the Equipment division by making them autonomous, optimizing available resources and reducing support requests. Explore hybrid experiences (digital to physical).

MEANS IMPLEMENTED

Benchmarking, Interactive Wireframes & Prototypes, Iteration & Validation. Follow & Implementation.

RESULTS OBTAINED

Reduced support requests, user autonomy, and increased preference for digital journeys.

DELIVERABLES

Experience Maps, User Flows, Wireframes & Interactive Prototypes, Specs

ROLE HELD

Workshop animation, Reporting, User needs analysis, Maps/Flows definition, Wireframe & Prototype creation, Collaboration with Devs/Product/Support, Tests & Restitutions