Problem
Execution
Unifying customer service/support experience
Each product has it's own customer support journey. Non-unified workflows create confussion to customers
Project
Journey maps, service blueprints, research painpoints/commom areas, new UI/UX
Analyze existing flows
UTILITY BILL MANAGEMENT
PROCUREMENT
Common painpoints from internal users and exterinal customers
ENERGY iNTELLIGENCE SYSTEM, DEMAND RESPONSE
1 . Anyone can raise anything as an incident. Hard to identify between internal users or customers.
2. Due to the lack of knowledge on products and tools, customers/users end up starting to creating tickets for everything unknown
3. No investigation updates on incidents
4. Difficult to track who’ve investigated the incident.
5. Triage system is not effective. Sometimes incidents may direct to incorrect teams and going back and forth too many times
New journey and designs
