Cross-Enterprise CX Insights
What’s important about a number? Very little until placed in context. This project sought to bring meaning, context and visibility to customer experience data and highlight the trends occurring throughout the Honeywell corporate umbrella.
Want to improve the experience of $40B+ in customer transactions? This tool shows us 1) if we need to and 2) where to focus…
PROJECT GOALS
As Honeywell places intense focus on Customer Experience, a need for tracking, reporting, and analyzing CX data has arisen. The project was launched to create a single pane of glass (SPoG) for all levels of CX professionals to see the linkage between business performance and customer perception.
Facilitate CX performance reviews and goal discussions across all level of the business audience, from CEO to CX VP’s, pyramid leaders, and support supervisors.
Bring focus to trends, draw insights, and facilitate fix-action decision-making
MY CONTRIBUTION
Led user co-design sessions, rapid prototyping, and final design in 5 days.
Designed the framework for providing context to KPI’s
Designed the “Insights” function and subsequent rules informing the IFTTT algorithm for prioritized KPI’s
NEEDS
“We need traceability from reported detractors to their sources - we need to tie our customers’ perceptions to our functional performances that created them.”
At the Corporate Executive, President, and CX Leader levels an ability to compare performance across enterprises is also needed.
INFORMATION HEIRARCHY
WHAT’S IN A NUMBER?
The most important information about any given KPI is not the number itself, but rather the context in which the number exists:
Have improvement actions had an impact?
Which direction are we trending?
How close are we to our goal?
By adding context to reported KPI’s I was able to bring meaning to the data at a glance; you don’t need a complex visualization or graph to understand trends in your reporting.
SOLUTION