‘Help us redesign the customer self-install experience influencing greater efficiencies and aligning to broader organizational goals.’

How might we redefine the concept of Self-Install through making each customer feel
in control and supported at the same time?

Deliver a service design blueprint and roadmap that:

• Identifies ‘Quick Win’ opportunities
• Optimizes the current-state experience
• Outlines an enhancement roadmap for future-state implementation

Define success metrics plans measuring the performance of the optimized Self-Install experience

Utilize the Self-Install journey to reinforce and amplify new brand standards.

• In-depth Discovery
  Interviews
• Reframe Workshops
• UX Strategy
• Journey Maps / Personas
• Visual UI / Package Design
• Usability Testing

• Detailed experience mapping taking into account immediate artifact and process enhancements with long-term ‘north star’ initiatives.
• Integrated design enhancements factoring in new brand principles through simplifying the steps required
  to a successful install.
• Differentiated customer personas proactively identifying technical competency and communication strategies.