DBC Customer Service
How I improved the service experience between employees and HR with an agile approach in the expansion of home office, making the processes more efficient.
Client
DBC Company
Methodology
Taxonomy Personas User Journey Co-creation Workshop Prototype Usability Tests Product Metrics
Sector
Technology consultancy
Data
March 2023
The Challenge of Scaling Support for Employees at DBC
In 2020, DBC, a rapidly growing company, faced challenges with internal services. With the increase in the number of employees, the volume of requests directed to the Human Resources Department overloaded the teams, resulting in delays and frustrations for both the team and the employees.
Repetitive and manual processes needed a solution that would optimize service and free the team for more strategic activities.
Developing a chatbot to automate and expedite customer service
As a Product Designer, my task was to improve the efficiency and experience of internal support. I needed to find a way to reduce the burden on teams and make the support faster and more satisfactory for employees. The goal was to develop an MVP of a chatbot that would automate responses to frequently asked questions and low-complexity requests, especially in the Human Resources Department, which would be our initial focus.
Agile approach to improve the use of resources made available for the project
To achieve this objective, I executed a structured process in several stages:
Alignment and Research Planning
We conducted a workshop with stakeholders and mapped the main pain points and expectations. We used tools such as the CSD Matrix and the Stakeholder Map to organize the planning and define the Human Resources Department as the pilot for the MVP.
User Research
We collected quantitative data through questionnaires and conducted qualitative interviews with the customer service team and company employees. This process helped us understand the main needs and the user journey at the service center.
Definition and Ideation
We facilitated a Design Sprint session with stakeholders and employees to ideate and prioritize the chatbot features. After prioritizing with a value and complexity matrix, we defined the functionalities that would make up the MVP.
Prototyping and Validation
I created a navigable prototype of the chatbot and tested it with real users from the Human Resources Department. Validation with the users provided insights that informed some refinements in the flow before the final implementation.
Impact of MVP on Internal Service: Efficiency, Satisfaction, and Resource Optimization
The MVP was launched with an initial focus on the Human Resources Department and brought significant results:
40% reduction in average response time for frequent requests.
Increase in employee satisfaction regarding service, measured in an internal post-implementation survey.
Redistribution of resources: automation of repetitive tasks allowed the service team to focus on more complex and strategic requests.
This project directly impacted the efficiency of the service center and improved the experience of employees, demonstrating the value of a design focused on the real needs of users and the optimization of internal processes.
