Service Design Project for Helpdesk Service
Study Project
The goal of the project was to help the client company, Coor, improve their helpdesk services through new digital service ideas. The main question was: How can we enhance Coor's helpdesk service to offer even better support for their customers?
This was a group assignment with five service design students. We collaborated as a team throughout every phase of the project. We planned and conducted interviews, held brainstorming and ideation workshops together, and presented the final solution to the client. We divided tasks equally and compiled all results into a design portfolio.
Individually, I was responsible for tasks such as benchmarking, UI design, and presenting the mockups to the client.
Client
Coor
Year
2022
Project Phases
The project was based on the Double Diamond model including four phases: Discovery with desk research and field study, Define, Development and Delivery.
In the discovery phase, we conducted in-depth background research, including benchmarking competitors and analyzing the external environment using the PESTEL analysis. We also planned and conducted interviews with Coor's customers, asking them about their current experiences, thoughts, and feelings regarding the helpdesk operation, as well as their hopes and expectations for the service.
In the define phase, we gathered and analyzed data based on our research findings. We created personas, a customer journey map, trend cards, and concluded the workshop with the "How Might We?" method.
How might we help the employees manage the workload?
How might we create more value to the customer while contacting the helpdesk?
How might we improve the communication between helpdesk and the subcontractor?
In the development phase, we selected the three best ideas and developed them into idea cards. From these ideas, the client chose to focus on creating a customer management system. We then worked on this solution and created UI designs for the system. The main focus of the project was on the process and the solution itself, rather than on building a prototype. We presented the key features of the customer management system through visualized mockups.
In the final phase of the project, we focused on preparing for the launch of our service concept. We held a pitch for the client, presenting our solution. The final deliverable was a design portfolio, which we handed over to the client.
The client was highly impressed with both our solution and the overall work. We received the highest grade, 5/5, for our efforts.
Key Takeaways
Conducted benchmarking and interviews to gather valuable insights.
Applied data analysis and ideation methods to generate actionable solutions.
Explored new methods like "How Might We?" questions to guide ideation.
Worked efficiently as a team to collaborate and execute the project.
Developed pitching and presentation skills to effectively communicate our solution.