The project was a Business-to-Business service (B2B) project, and our challenge was designing a new toll information service for customers, taking into account the existing information overload customers face. During our research, we found a hidden problem. We redefined both the user group and the challenge:
“How can the company make sure they provide the relevant information and get it to the customers before they ask?.” Our solution for this is Konrad, a knowledge platform on which all information on toll services is collected and made available to employees and customers.
Advanced Track winter semester in HPI School of Design Thinking
Understanding users, research, ideation, conception, creation of prototypes
Team Going to... (Max Kushnir, Seulki Lee, Rimante Rusaite, Sandra Weirauch, Clara Wieker) and coach (Chris Wan)
Mobility company (The company name cannot be displayed)
When a customer inquires at the customer service for new information, sometimes the information is outdated or hard to find it. When the customer service person asked for the product department experts,
it is not easy to reach them.
wants to optimize the availability of information within the company to reduce the number of information queries in other departments. Therefore, the workload of the product department does not increase.
Customer service worker
aims for good sales results,
wants to make customers happy, and serve them instantly,
wishes for shorter waiting times
for internal information.
is struggling to comply with the jungle of information,
needs information early on, and
in an understandable, clearly presented way.
Konrad is a Knowledge platform, where all information on toll is collected and made accessible to the company employees. No information is lost when someone is absent. When information is incomplete, the expert on the topic can be contacted directly. Their answer will be visible to everyone. This way, the more questions there are, the more answers are provided.
User scenario: Customer service worker (1)
For customer service workers, there is a button in the upper-hand right corner that will take them into a customer-call mode. Let’s say a customer service worker, Kim gets a call and clicks it. The search bar can pick up audio keywords automatically, adding keywords as hashtags. There are even suggestions for relating questions. As this question has been asked before, there is already an entry answering it. Usually, the call would end here.
User scenario: Customer service worker (2)
But let’s say, the customer wants to know something more specific, that is not yet answered on the platform.
Kim can easily click the yellow triangle to request a revision of the entry.
Kim can specify the missing information and send it to a member of the toll department. He can see that Jane, a toll product manager, is in charge of the request. Kim is directly contacted when new information is available and can get back to his customer.
User scenario: Product manager
Jane, a toll product manager, can add the missing information to the entry.
Additionally, Jane can even decide to publish it as a new article if the information is relevant to many people. This would mean that everyone subscribed to the topics related to the article would see it on their homepages.
User scenario: Customer
Hans, an owner of a logistics company, is subscribed to topics related to his business and reads the news on his homepage. If Hans has a question, there is a Q & A section. Like Wikipedia, every user can share information. The key feature of Konrad is the accessibility of information. Also, the company can easily observe user experience is the market.
Outcome & Impact
Reduced workload -
As the customer service team and customers have much easier access to the information they need, the info gets to people before they ask, and one question answers everyone.
Customer service worker
Very easy and intuitive to use, much faster, less getting back to customers, fewer calls in general.
Easily staying on top of relevant field knowledge and more information, one source for all information means time-saving and ease.
The knowledge management model is a step by step scenario for optimizing product communication from starting internally in the product department, gradually integrating other departments and potential customers.
Beyond the platform, furthermore, the idea can go towards creating a community and educating it. Thus, more customer companies may be interested in and bond with this mobility company.
When we first started the project, we found ourselves approaching the problem from a fresh perspective. In order to dive into the subject and problem, we created a rough stakeholder map. This helped us to identify the touchpoints of the company with the various clients and decision-makers involved with its products.
Co-creation with the company's employees
Participants used Lego to visualize the challenge of communicating the product.
It explains the process of information flows, also depicts the different interdependencies and informal communication ways that exist. Together with the participants, we set a direction for improvement:
Co-creation for customer empathy
The company had to deliver bad news, mainly to its customers. To know the nuances of gently conveying bad news, we created a role play where “dentists” had to break some bad news to their “patients.” After the role-play, we met moments of inspiration by interviewing the participants:
Persona with gamification
User testing (remote)
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