In my previous role, I led a project to redesign a customer onboarding process for a fintech company. The existing process was cumbersome, involving multiple touchpoints and manual data entry. I conducted user research, mapped out the customer journey, and identified pain points. Using this data, I created a streamlined, digital-first onboarding experience that reduced the time to onboard by 40%. The new design included automated data validation and a chatbot for real-time support, significantly improving customer satisfaction and reducing drop-off rates.

Balancing user needs with business objectives is crucial in service design. I start by conducting thorough user research to understand the pain points and desires of the end-users. Simultaneously, I collaborate closely with stakeholders to align on business goals. I then create prototypes and conduct usability tests to validate the design. Throughout the process, I iterate based on feedback, ensuring that the final service meets both user expectations and business KPIs. This iterative approach helps in creating a service that is not only user-friendly but also profitable.

I use a combination of tools and methodologies to map out customer journeys effectively. Tools like Miro, Figma, and Adobe XD are essential for creating visual maps and prototypes. I also rely on customer journey mapping software like Aha! or Smaply for more detailed analysis. Methodologies include conducting interviews, surveys, and usability tests to gather qualitative and quantitative data. Affinity diagramming and persona development help in organizing this data into actionable insights. These tools and methodologies collectively enable a comprehensive understanding of the customer journey.

Ensuring inclusivity and accessibility in service design is a priority. I start by researching and understanding the diverse needs of different user groups, including those with disabilities. I follow WCAG (Web Content Accessibility Guidelines) and incorporate accessibility features such as screen reader compatibility, keyboard navigation, and high contrast modes. Conducting inclusive design workshops and involving users with diverse backgrounds in testing phases helps in identifying and addressing potential barriers. Regular audits and feedback loops ensure that the service remains accessible and inclusive over time.

In a previous project, my recommendation to adopt a more digital-first approach was challenged by stakeholders who were concerned about the cost and complexity. I addressed their concerns by presenting data from user research that highlighted the inefficiencies of the current manual process and the potential ROI of the digital solution. I also created a phased implementation plan to mitigate risks and costs. By demonstrating the long-term benefits and engaging stakeholders in the decision-making process, I was able to gain their support and successfully implement the digital-first approach.