Designing a World Class Digital Customer Experience
2degrees is committed to designing and delivering a world-class digital customer experience, contributing to the realisation of its overarching digital strategy.
Responsibility as the CX lead on the project, my involvement was in the delivery of the CX objective, to ensure the customer voice was being heard throughout the end-to-end customer journey.
Utilising Design Thinking tools and processes, I facilitated offline and online discovery and ideation sessions with cross functional teams to deliver desirable outcomes and contributing in the success of customer testing using interactive prototypes. Insights gained from testing enabled the Project Team to iterate and improve designs, ensuring an increased value of the end-to-end customer experience resulting in consistent positive NPS scores averaging +50.
