Illustrating the service lifecycle and the foundational customer journeys

What we did

We facilitated internal workshops to map failure demand and understand how the customer relationship changes over time and visualised the Service Lifecycle.

We analysed failure demand pain points and operational data, to identified where the experience was breaking down and driving rework and manual workarounds.

We created a visualisation of the Service Lifecycle and created the foundations of a customer journey model to show how customers relationship changes over time, and where the major failure points are and what this means for prioritising CX improvements.

Outcome

“The way that Callo has taken our experiences with customers and turned them into a visualisation of the lifecycle has transformed our thinking. For the first time, we can see the business on a page and make customer-centric choices about where to invest.”

— Chief Executive Officer

Results and deliverables

• Created a consistent understanding of the customers experience by visualising the service lifecycle and how a customer’s relationship changes over time.
• Identified at which stages of the lifecycle major failures occur. 
• Identified 8 systemic causes of operational inefficiency that limit the ability to streamline operations, automate through technology and reduce cost-to-serve.
• Designed and embedded a customer journeys model as a foundational element of the CX program.