Serv-A
The Challenge
A critical need arose to create a ServiceMaster survey tool capable of sending SMS messages to customers, with the ultimate goal of visualizing data and improving customer satisfaction. Executives and stakeholders identified the core problem as the absence of an easy-to-use application to capture real-time customer feedback, indicating a missing feedback loop and a gap in understanding customer experiences promptly, which hindered the organization's adaptability to market needs.
The Stewardship Model
Serv-A was one of the earliest projects to emerge from the nascent Innovation Center and the Agent Desktop initiative, strategically leveraging the organization's move to cloud technology. My contribution involved providing support for UX and initial UI development, working collaboratively with the product team and IT development through many small iterations of the core Design Thinking process. This iterative and resourceful approach, combined with the maturing Material Design framework which we felt confident implementing, directly contributed to a more human-centered strategy by enabling direct customer listening and rapid response to feedback.
The Impact
The solution delivered a simple yet powerful visual collection of data through data tables, simple charts, and demographic maps for ServiceMaster brands. This became a vital resource, providing business units with real-time data to inform strategies and analysis of customer feedback. This directly enhanced the organizational feedback loop, leading to more informed decision-making and contributing to improved customer satisfaction by demonstrating a responsive approach to customer needs, embodying the principle of adaptability.
- Role(s): Provided support for UX and initial UI development.
- Digital Tools: AngularJS Web-app tool, Axure RP9, SMS, MMS, and Email messaging for customers, as well as Material Design.
UX Practices & Methods: Developed a survey creation tool, captured real-time customer feedback for executives and stakeholders, took insights into problems the technology would solve, employed small iterations of the core Design Thinking process, and provided a visual collection of data through data tables, charts, and demographic maps.
Visuals
