The business aimed to significantly reduce customer support costs by decreasing the number of tickets created by users, as each ticket required human intervention, incurring expenses, and we had over 150 options for customer tickets.
So first, I need to understand what my stakeholders believed were ticket flows we could just get rid of. How did we balance this task without upsetting customers already looking for help?
I started the project by bringing the stakeholders, the customer support team, and my team together to evaluate what we had and what we wanted. I facilitated the group using some standard design thinking methods to get to some actionable outcomes.