We spent the first four weeks leading and adding structure to what a consolidated customer service and consumer vulnerability roadmap would look like. Working hand-in-hand with SSEN project teams, we wanted to ensure that people were put at the heart of the process and we were able to clarify and define the roadmap and provide a fresh perspective.

A multidisciplinary team formed of Service Designers, Insight Consultants and Transformation experts ran three workstreams across business immersion and problem mapping; KPI, date and customer services and compilation of existing roadmaps. All at pace under increasing pressure for change.   

For the discovery phase, desk research covering performance date reviews, call listening, customer feedback and PSR surveys was delivered alongside primary research covering immersion workshops, stakeholder interviews, and leadership workshops. In addition, triangulation was undertaken to cover blind analysis of results with problem and objective mapping.  

Key problem statements were identified and prioritised, set against a matrix of customer experience, customer impact, contributing factors and business impact. This provided the focus needed to tackle each channel and underrated the interdependency or isolation of each issue.