Our brief from KONE was to identify pain points hindering delivery of great customer service (CS). The project resulted in insights unfolding the highlights and struggles of CS agents as well as two concepts (pic 1-2). We facilitated six in-depth interviews and two evaluation sessions. Affinity diagram was used to analyse the data (pic 3). KONE appreciated our work and collaboration continued in other projects. In addition, we wrote a paper Designing for Experiences of Customer Service Agents (SIDeR’18 FLUX. P. 76-80) that describes our Experience Driven Design process.
Ha, Jyräsalo, Son / KONE / Aalto University, Experience Driven Design / 03-04/2018