Objectives
Project Outcomes
20%
-45%
90%
Our team analyzed past customer surveys and interviews to identify key pain points, generate user insights, and develop a strategic plan to enhance the overall experience. We also conducted interviews with BGRS Consultants to gain their perspective on the relocation process, focusing specifically on their primary interaction with customers—the Briefing Call.
What types of help can I get with moving locations? How will I move my furniture?
I wish to monitor my current situation. What issues may interfere with my progress?
How do I set up education for my children? What options are available?
Customers' time commitments often led them to avoid phone conversations, which ultimately complicated the briefing call process. This resulted in an influx of common questions from customers. This imbalance created challenges in managing workloads, resulting in heightened stress for both consultants and customers.
Providing structure and guidance
Customers sought a solution that could be accessible and give a solid background to the complex world of relocation. Having something at their fingertips and creating a structure was something that customers wanted - especially for that of a complex process such as this.
Outcomes
Self-Directed Learning
Learning Modules offer a tangible outcome and clear pathway for relocation customers. This resource condenses the Briefing Call information into smaller, manageable segments, allowing customers to access high-level details at their own pace. By enabling self-directed learning, these modules reduce Briefing Call durations by 45%.
Convenient Content Updates via SharePoint
To streamline content updates, we implemented Microsoft SharePoint, enabling the relocation team to add and manage relocation content and resources at any time. This approach also allowed us to efficiently update information at scale, minimizing issues and ensuring smoother operations.
Discussion and Feedback
With the launch of the digital hub, consultants were eager to gather stronger insights into customer behavior. We could track most commonly used modules and provide a discussion forum to have a constant stream of information and insight into future user requirements.
Takeaways
01
BGRS customers weren't readily available to interview, so we used the knowledge of BGRS consultants to build a model of both experiences.
02
This project provided insight on creating an enjoyable and concise learning experience for a content heavy process.
03
I learned to present and defend design decisions to management on a regular basis. The scale of the Digital Hub meant that we needed to have buy-in for each step of the design process.