Problem Space:
To reduce CSR costs we were asked to design and test a pre-chat engagement that would allow customers to select billing item that they want to dispute before engaging with chat agent
Goal:
Design a billing item selection experience, test it for viability and gauge if customers would use it versus calling in to support
My Role:
As the experience lead on this project I was responsible for oversight and deliverables.
- Developed a plan that included research activities and concept development.
- Present to multiple stakeholders up to executive leadership.
