Do you have a holistic view of your customer experience?
Recently, the team at Pariveda was asked to help identify short-term, quick-win opportunities (along with the normal long-term recommendations) on behalf of a non-profit client operating in the higher education space. The client's main priority was to gain an over-arching picture of their own AP Reader process, which itself is managed across a variety of vendors all engaged in year-long recurring programs. The client needed to be able to understand the customer experience they were providing for over 16,000 test graders with an aim to better identify future customer experience investments.
User Centered Design process provides output for a strategic framework
Over the three-month engagement, the Pariveda team met with and interviewed the stakeholders from the client's program, operations, marketing, and human resources teams, as well as those with other key partners. The work included reviewing systems which did not readily accommodate test cases, as well as corresponding system-generated and manually composed and distributed communications. Pariveda also analyzed research data and other AP Reader Program assets.
Pariveda leveraged user-centered design principles to gather appropriate feedback from operations, marketing, human resources and other teams in an attempt to identify issues and create better customer experience documentation across online and offline actions. Pariveda also developed a framework to evaluate 27 short-term recommendations against levels of effort and impact to the customer experience.
Long term strategy brings clarity to customer experience.
At the end of the project, the client now has a better, more holistic and heavily consolidated view of the customer experience that includes previously unknown process steps for audiences and systems. The client was also left with a clear, tactical plan to make customer experience improvements as they evaluate their long-term roadmap – something that gives them clear direction forward.
Want to explore a User Centered Design workshop with our experts? Let’s set up a time to take your customer experience to the next level. Sales@parivedasolutions.com