From the Ground Up
When starting my current role, as part of my early contributions I took on the responsibility of understanding the challenges the company faces and where most of its resources are being used.
- The process was lengthy due to having to get a clear understanding of how the company operates and finding out vital information such as:
- - What issues are customers mainly calling in for?
- - How does our service desk team operate and resolve customer issues?
- - What part of our platforms are our customers having the most difficulty with?
User Interviews
After Identifying my themes i decided to tackle the password reset issue, that was contributing to our high call volume.
Data Gathering
Data Gathering
Data Gathering
After going through the user flow to receive a “Locked Account” I could see the problem.
By rewriting the text and providing the user with a call to action, I believe I have found a potential solution.
