Challenge

ExperiencePoint’s Support Team needed a more efficient, effective way to provide support services—without sacrificing customer experience quality—as the company grows.

Solution

After participating in the company’s ExperienceInnovation program, Tanya Bell, ExperiencePoint’s Director of Customer Experience, immediately saw that design thinking could help her team more clearly define their challenge from a human-centered perspective and enable them to gain insights from the facilitators themselves as they worked towards a solution.

 Impact

• Positive feedback and enthusiasm from clients involved in prototyping
• Increased team confidence in brainstorming and tackling its challenges
• Improved team ability to empathize with, relate to and support its facilitators
• 20% of existing clients identified as a good fit for the new tool, allowing the team to provide leadership with data about time and costs savings as well as scalability