Strategic Engagement for Fortune 500 Automotive Company
Overview
This 12-week engagement was with a global automotive organization repossession entity. This engagement was to understand current processes and find solutions for workflow improvement. We utilized the design thinking process and other UX research methodologies to present a final solution to the client.
Problem Statement
Outdated processes and manual input methods were creating a delay in information both internally and externally. The need to understand users' current processes, to identify pain points, and future state solutions to help determine the product roadmap for the organization.
UX Process
We conducted stakeholder and user interviews. Affinity mapping the quantitative data post interviews in Miro to understand the users' needs and stakeholders' engagement goals. Upon completing affinity mapping we created seven personas and had 13 customer journey maps to help set us up for customer journey map and service blueprinting workshops.
Three scenarios and personas were pulled into customer journey mapping and service blueprinting workshops. Facilitating one of the workshops myself by validating the customer journey map, using how we might find solutions, and then walking the group through the service blueprinting workshop.
Outcome
The result allowed for both user experience and tech to bring forward a high-fidelity concept for consideration.
Activities and Deliverables
• 13 Customer Journey Maps
• Stakeholder and User Interviews
• Facilitation of Customer Journey Mapping and Service Blueprinting Workshop
• Three Service Blueprints
• Seven Personas
• Hi-fidelity Wireframe Concept