Service Design
Transforming Support from Reactive to Proactive Through Data-Driven Journey Mapping
End-to-end journey mapping for business transformation.
Service Design
End-to-end journey mapping for business transformation.
Persol Systems, a 25-year-old software company in West Africa, depended on support-service revenue but resisted changing a support model that had run unquestioned for two decades. I built the case for change through customer interviews and journey mapping, then redesigned the end-to-end support experience.