CUSTOMER TOTALVIEW
PROJECT
An enterprise application for equipping customer-facing teams and individuals with a holistic, 360-degree snapshot of customer KPI's to empower them for a more-meaningful customer interaction.
PROBLEM
When Honeywell employees visit customers they are often confronted with issues they weren't prepared to address during that visit; customers use the face time to air any problem they are currently experiencing, whether it's within the employee's domain or not. The data needed to properly prepare for a customer visit exists, but lay in many locations and in forms that are difficult to aggregate.
SCHEDULE
We moved with speed: from kickoff to 1st release in 93 days and issuing 3 total releases over 7 months.
PROJECT TEAM
My Role As UX Lead I developed the project-level strategy to gather user needs, define major application functionality, and collaborate with development on manifesting design-intent. I led supporting design staff in concept development and qualitative user research. Coordinated with the Product Owner to integrate user needs with business goals and work directly with IT and Development during the build.
THE USERS
INSIGHT + OPPORTUNITY
THE SOLUTION
An accurate, easy to understand summary of the key operations that impact a customer’s perception of our service. Presented as a multi-layer dashboard and placed in an accessible, data-governed environment to build visibility of our CX performance while reducing effort, frustrations, and dependencies in preparing for critical customer interactions.
DESIRED EXPERIENCE OUTCOMES
Informed & Accesible
Any Honeywell employee can access a reliable, 360 degree aggregate of our performance data for any given customer account at any time of day, without relying on others.
Focused Effort
A VP or account manager can quickly understand where the Customer Experience is strained, allowing them to prepare confidently and focus more in depth on fewer KPI’s.
Awareness & Inference
Product, account, and sales professionals can easily compare metrics in context of a customer to infer business standing and paint a picture of the functional relationship without specific customer account-affinity.
CONCEPT EXPLORATION
NOTE: Special thanks to designers Jessie Marman (visual design) and Wendy Zamora (UX) for their early collaboration (as indicated in Project Team, above) - their early contributions towards research and cocnepting had a lasting impact on the project and set us up for success.
