Service Design Project for Helpdesk Service
Study Project
The goal of the project was to help client company Coor to improve their helpdesk services with new digital service ideas. The main question was, how to improve Coor’s helpdesk service to offer even better service for their helpdesk customers?
This was a group assignment with five service design students. We worked as a team at every phase of the project. We planned and conducted interviews, held brainstorming and ideation workshops together and presented the final product for the client. We divided different tasks equally and gathered all results in a design portfolio. Individually I was responsible for instance in benchmarking, UI designing and presenting mockups for 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.
At the discovery phase, we conducted in-depth background research, including benchmarking on competitors and analyzing the external environment using the Pestel analysis. We planned and conducted interviews with Coor customers in which we asked customers their current thoughts and feelings about the operation of the helpdesk and possible hopes and expectations for the helpdesk service.
At the define phase, we gathered and analyzed the data based on the research findings. We created personas, customer journey map, trend cards and finished the workshop by 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?
At the development phase, we chose three best ideas and formed them as idea cards. From the ideas, client chose us to develop a customer management system. We worked with the solution and created UI designs for the system. The main focus of the project was on the process and the solution rather than on the prototype. We presented main features of customer management system with visualized mockups.
At the final phase of the project, we focused on preparing the launch of our service concept. We held a pitch for the client company and presented our solution. The final product was a design portfolio that was handed out to the client.
The client was very impressed by our solution and work in overall. We got the highest grade 5/5.
Key Takeaways
Benchmarking and conducting interviews
Data analysing and ideation methods
New methods like How Might We? -questions
Efficient teamwork
Pitching and presentation