Claro
We improved portability products by addressing user and operator concerns through strategic enhancements. Research, stakeholder engagement, and journey mapping identified key pain points. Optimizations in service processes and communication clarity were implemented to reduce errors and enhance customer satisfaction, resulting in increased Combo activations and improved service accessibility.
Services
Research, UX Design, Journey Mapping, Facilitation Workshops
Field
Telecom
Year
2022
OVERVIEW
We created the project roadmap with tasks, activities, and deliverables to enhance visibility into the sprints. We mapped key stakeholders to understand the primary areas for engagement. Additionally, we identified the main customer journeys and entry points for portability requests, and assessed how the channel interacts with telesales. To guide prioritization and address pain points and uncertainties, we created the CSD Matrix. Building on this initial study, we formulated the project's interview and research strategy, conducting interviews with 16 Claro business areas. This enabled us to grasp the flows, systems involved, and various interactions between departments and end customers, providing a clearer insight into process workflows, challenges, and actions within the portability process.
High Level Goals
02
Identifying the primary issues concerning portability products from both user and operator perspectives
01
Streamlining service journeys and user interactions to minimize errors and reduce service time.
Initial Challenges
Our project aimed to identify and address key issues related to portability products from both user and operator perspectives, focusing on understanding pain points, usability issues, and operational challenges that impacted user experience and service delivery. Additionally, we aimed to optimize service journeys and user interactions to minimize errors and reduce service time by enhancing user interfaces, operational processes, and service workflows. Through targeted research, stakeholder engagement, and strategic planning, our goal was to achieve substantial improvements in the portability product experience.
Research & Immersion
Through targeted research, stakeholder engagement, journey mapping, interviews, and strategic planning, we sought to address these challenges effectively and achieve significant improvements in the portability product experience.
We enhanced the portability experience by gathering insights from internal documents, interviews with 5 Claro operators, analysis of over 30 customer calls, and 14 user interviews. This led to the creation of 5 personas and empathy maps using Solar's catalog. Optimizations included improving order visibility, chip delivery control, and communication clarity. Implementations such as portability tracking, delivery confirmation, a new communication framework, and Solar integration reduced uncertainties, errors, and improved support. These efforts increased Combo activations, minimized customer contact needs, enhanced chip activation accessibility, and significantly boosted customer satisfaction.
Strategy & Outcomes
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Identifying issues
We aimed to identify and address the primary concerns related to portability products from both user and operator perspectives. This involved understanding pain points, usability issues, and operational challenges that impacted user experience and service delivery.
Optimizing Service Journeys
Our goal was to streamline service journeys and interactions to minimize errors and reduce service time. By improving user interfaces, operational processes, and service workflows, we aimed to enhance efficiency and satisfaction across the board.