To apply design thinking that would give VCO customers the right response to each request, we needed to understand the context of every request. So we asked the contact centre teams and service management community not just what VCO customers need, but also what they want.
By negotiating access to VCO users’ working environments, we got a better picture of how they used the service, how it integrated with their systems, and what frustrated them about it. This was how we prioritised our approach to rethinking key VCO features. It’s also how we validated our ideas: by seeing them in context.
Any change to a system or service so fundamental to a customer’s day has to be handled sensitively. That’s why we built iteratively, tested regularly and communicated our redesign thoroughly through an agreed plan. It helped to make the more streamlined VCO service seem simpler still — while also avoiding the user resistance typically associated with change.
→ Watch the client intro video [1:55]