Field research: observations
Field research: Interviews (Discussion guide)
Structured qualitative data analysis
Data analysis: network diagrams
Service blueprint development
Implementation recommendations and research report
Client: TfL (Transports for London)
Brief: Service design project aiming at reducing interactions with the call center whilst increasing customer satisfaction.
Role: Lead Service Designer
Deliverables:
• Research planning and methods selection
• Discussion guide
• Field research (interviews, observation)
• Qualitative & qualitative analysis
• Network diagrams
• Workshops
• Service design blueprint
• Report and recommendations
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