THE SITUATION
The Ask: We were asked to assist business in gaining a comprehensive understanding of Cashback Rewards Checking front-to-back, beginning-to-end, and providing perspective into how the members felt about the product in an effort to help business decide if it was a product we would continue to support.
The Problem Redefined: We determined that our business was needing a Service Blueprint to give a single source of truth for all of the frontend and backend processes involved throughout the Cashback Rewards experience, and to visualize how those processes align with and impact the customer experience.
The Goal: To reveal the relationships between the member experience using Cashback Rewards Checking and its backend systems, discovering the associated risks, assumptions and unknowns throughout the experience.
THE RESPONSE
The Strategy: I organized a team workshop to gather stakeholders into a room to capture their knowledge of all the process involve with Cashback Rewards Checking. Once completed, we will then prioritize the risks and mitigating the unknowns we noted along the way, so that business can have everything they need to make the decisions about the future of their product.
The Process: Prepared the service blueprint before the workshop by collecting member insights and internal product knowledge.
Member Insights From Userzoom
I designed a survey of 100 people to include only those experienced with our checking accounts.
I then led a review and synthesis of the test data to discover key insights.
Interviewing Customer Service Representatives
I prepared the interview plan and split the interviewing up with the team.
We plotted out all the data gathered and then synthesized all of that into a set of insights.
THE RESULT
Lessons Learned: We have already been able to show that whatever backend issues that occur are rare and that members are very satisfied with the product.
__•_Insights into the member experience
__•_Sets of risks
__•_Questions and assumptions that will require further study moving forward.
Next Steps: The workshop is still in the planning phase but much of the preparatory work has been complete. We've made a good start on the service blueprint workshop where we will be prepared to:
__•_ Fine tune the blueprint
__•_ Concentrate on identifying and prioritizing risk
