28 Sept 2023
A critical after-sales service journey involving multiple teams, tools, and levels of decision-making. I have structured a unified journey between App Artisans and Back Office to make interactions traceable, consistent, and clear, while reducing operational friction.
Context
The after-sales service flow relied on a succession of fragmented actions between the field and the back office, with little standardisation, low traceability of decisions, and a strong dependence on support to understand the actual status of a file.
Actions
I have structured a unified after-sales service pathway between App Artisans and Back Office, clarifying statuses, responsibilities, and key checkpoints. The work focused on data standardisation, alignment of front/back practices, and the design of a clear flow enabling faster and more coherent decisions.
Results
The processing of diagnostics has become more predictable and better shared among teams. Operational frictions have decreased, the support workload has lightened due to better visibility on the progress of files, and customer service decisions are made more quickly, with less ambiguity and manual adjustments.
More in detail
This project is part of the transformation of a critical customer service workflow involving multiple stakeholders (craftsmen, support, back-office teams) and several tools.
The challenge was not only to “digitalise” an existing process but to make a previously fragmented sequence of actions readable, traceable, and decision-making, in order to reduce operational friction and ensure reliable customer service decisions.
Current State
Before intervention, the customer service flow relied on:
a succession of fragmented actions between field and back-office,
a low standardisation of statuses and data,
partial visibility on the actual progress of a case,
a strong reliance on support to understand or resolve a situation.
This organisation created misunderstandings, manual rework, and wasted time for the teams, directly impacting service quality and overall satisfaction.
Design Hypotheses
We hypothesised that:
the clarification of roles and responsibilities would facilitate communication between teams,
a unified pathway between App Artisans and Back Office would reduce friction and interpretation errors,
better traceability of customer service decisions would facilitate decision-making and limit unnecessary back-and-forth.
The goal was to transform an opaque flow into a comprehensible, shared, and actionable process.
Solution
The solution consisted of designing a structured and coherent customer service journey, covering the entire diagnostic cycle, from the field to the back office.
The work focused on:
the structuring of key steps in the customer service flow,
the standardisation of statuses and exchanged data,
the alignment of practices between App Craftsmen and Back Office,
the design of a readable sequence allowing for faster and better-informed decisions.
The design served here as a common language between field teams, support, and product, by making visible the rules, states, and decision points.
In visuals, it looks like:
Results
This work of definition has allowed for:
better visibility of the customer service flow for all stakeholders,
a reduction in frictions related to misunderstandings and manual interventions,
a lighter support load thanks to better visibility on the status of files,
customer service decisions made more quickly, with less ambiguity.
The flow has become more predictable, more shared, and more robust operationally.
Key Learnings
The readability of statuses is a major lever in multi-actor pathways.
The symmetry of information between the field and the back office is essential to ensure reliable decisions.
A customer service flow is not resolved by adding features, but by a clear structuring of rules and responsibilities.
Design can play a central role in operational alignment between product, business, and support teams.
🔒 This project contains private strategic elements.
Product arbitrages, organisational decisions, business constraints... A detailed version is available on request.
