Upon joining Zurich, I learned of the pain points teams faced in meeting customer needs by discussing caviets with different product departments. One of these that emerged was the repetitive issue of logging into the Zurich Customer portal. From there, an array of other issues with customers' online product journeys was revealed.
Myself and the head of customer service worked together with 5 customer service employees across different verticals of the company to address the issues facing customers. We aimed to understand the step-by-step process and identify pain points, creating a roadmap and architectural decision tree to aid customers and address their queries.
Once the highest ROI queries and the most frequent queries were identified. A priority list was compiled and agreed upon internally across the various departments. From there, a representative SME and I collaborated to illustrate a customer journey for each of the pain points with the highest ROI and frequency.
Many iterations were audited and validated. These journeys were then tested internally with employees at Zurich who were not familiar with the departments and products that caused issues for customers who were creating a solution diagram. Upon many iterations, language amendments, voice, and brand alignment and configurations, it was approved by the SMEs.
