Service Design
Project 1
Project 1 - Leads Process
The Core Team (Project leads):
Product owner
Process Designer
Service Designer (Me)
Project Overview
Tech Services is a product designed to provide business customers with 24/7 IT support over the phone. To reduce the burden on our frontline staff—who primarily handle and are more skilled with consumer products—Tech Services, like many other business offerings, uses a leads process. This process ensures that interested customers are contacted by the appropriate teams with the necessary expertise. For Tech Services specifically, the business aimed to outsource these specialist teams to an external provider, with a broader objective of eventually enhancing the leads process across all business products at Telstra.
Problem Statement:
“How might we create a new leads process that ensures a seamless experience and journey for our customers, frontline staff and the teams with the right product knowledge for all Telstra business products?
Approach
Current Journey Mapping
I facilitated a several meetings and conversations with SMEs and stakeholders to map current journey and pain-points that exist in our processes today:
Future State Journey Mapping
I led a series of workshops (with over 10+ stakeholders) with the desired output of a future-state journey map. Exercises in the workshops include:
Rose Thorn Bud on current journey
Identifying main pain-points and HMWs
Prioritising HMWs to ideate on
Business Requirements
Future-state journey was translated into business requirements and fed to our digitisation teams and our backlogs.
MVP 1 Journey Mapping
Collaborating with our team that we are outsourcing our leads process to, we mapped out MVP1 while considering the limitations of the current systems. A total of five version were created:
Journey for all Telstra business products mapped
The detailed journey and process mapping helped us to design an overall leads program for all Telstra business products:
Launch + Outcome
MVP1 and MVP2 were launched in Oct and Nov. By streamlining the customer journey, our specialized sales team has successfully enhanced compliance and achieved higher completion rates. This refined process has led to a reduction in cancellations and complaints
Number of leads for Tech Services went from 169 to 784 within a month, with highest number of leads reaching 1.8k