With the experience previously acquired, I moved on to the Operations - Breakdowns team where the VP of Operations put together this team to mitigate the impact of the NPS through the development of digital products, it is then that I started by conducting an immersion workshop to learn the context and map the main stakeholders, in this workshop we managed to define the current situation or ASIS and the objective was shared, "improve the NPS", then in another workshop we defined the problems of each management and how they interacted with each other, thanks to this The different managements came to empathize and a third session was scheduled to start co-creating solution alternatives, but before continuing I carried out the respective validation of the pains found by doing field work, in-depth interviews and once the pains were confirmed , in this last facilitation through MURAL we chose 5 digital solutions as solution alternatives:

- A friendly dashboard and consolidating different software.
- Automation of ticket dispatches through a decision tree.
- Audio communication bot.
- Communication bot by whatsapp.
- Traceability platform.

To start with the implementation of the same, we went through a prioritization process allowing me to pass the ASIS processes to Customer Journey Maps and as the TOBE was developed, I prepared the Service Blueprint, of course validating with the staff that it is being fulfilled.