The e2e user journey
Project: Show the end-to-end journey that an agent and merchant could experience while interacting across the different channels of communication within the omni-channel ecosystem.
Purpose: Get executive support and funding to optimize the omni-channel ecosystem to create a more seamless experience across platforms.
Create an engaging and realistically propositioned prototype that shows the end to end experience for a merchants who call into our service center.
Utilize the prototype to engage executive sponsors to fund the omni-channel experience which would connect all of the platforms with tracking capabilities across channels.
Reduce wait time for merchants, create a multi-tiered authentication process, expand self service options, and reduce agents time on the phone engaging customers so they can focus on processing alternative channel requests more efficiently.