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.
Goals:
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.
Personas
The Flow
Schoepflin Portfolio 