At Intuit, Erik Flowers created a service blueprint that enabled a cross-functional team to both reduce support hours and improve the overall customer experience.
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Service Design At Scale
SITUATION
Intuit values generating delight through customer experiences. They ve embraced Service Design to create and continually renew that delight. Being a global company, design and delivery of their services include product teams in the US and customer support teams (CARE) in the Philippines.
How might we engage global teams in service design?
Optimizing the service you deliver to your customer requires insights from multiple parts of the organization. In-person workshops allow stakeholders to build off each other s contributions, adding diversity and creating alignment that results in a more holistic improvement.
That was impossible with the customer support team in another continent.