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The Tech Bar:
How Design Thinking
& Service Design Revamped On-Demand Tech Support
Overview
Sonda, a leading IT service provider, identified several critical issues within its service support process that impacted customer satisfaction and operational efficiency such as:
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Complex service support process
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Extended timeframes for equipment replacement and setup
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Recurring functionality issues with replaced equipment
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Incomplete application installations
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Lengthy data transfer process
Project Brief
The primary goal of this project was to reduce delays and improve the quality and consistency of Sonda’s service support. Specific objectives included:
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Simplifying the Service Support Process
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Reducing Equipment Replacement Timeframes
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Ensuring Equipment Functionality
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Application Consistency
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Optimizing Data Transfer
Note: this project was conducted entirely in Panama City, with all communications with the client carried out in Spanish. While I’ve translated my process and case study for an international audience, please bear in mind that the interviews, journey map, flows, and visual results were originally produced in Spanish language.
My Role
I served as the Project Lead, overseeing both Design Thinking and Service Design approaches to drive improvements in Sonda’s service and support experience. My responsibilities included:
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Conducting user research with customers and technicians to uncover pain points.
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Leading workshops to ideate and prototype solutions with cross-functional teams.
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Mapping customer journeys and service blueprints to pinpoint inefficiencies.
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Collaborating with Sonda’s IT, logistics, and customer support departments to design and implement improvements.
Methods
User Interviews and Surveys
Shadowing Technicians
Problem Mapping
Service Blueprint
Customer Journey Mapping
Cross-functional Workshops
Rapid Prototyping
User Research Study
Research Goals
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Identify key pain points in the current service support process.
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Assess the efficiency of equipment replacement and setup.
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Evaluate the functionality of replaced equipment upon delivery.
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Explore issues related to missing applications on new equipment
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Analyze the data transfer process for efficiency and user experience.
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Develop user-centered solutions that balance efficiency with a positive user experience.
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Measure the impact of proposed solutions on user satisfaction and operational efficiency.
Key Performance Indicators (KPI's)
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Service support process efficiency
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Equipment replacement and setup timeframes
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Equipment functionality upon delivery
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Application availability on new equipment
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Data transfer process efficiency
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User experience and satisfaction
Participants (Users)
End users of equipment (primary participants):
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Individuals who use the equipment provided by Sonda S.A. in their daily work on site and remotely
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Include users from various roles (CEO, CTO, compliance, IT professionals, administrative staff)
Key Findings & Insights
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Most respondents have at least some clarity on the equipment change process. However, there is room to improve communication, as only 14 participants find it somewhat clear and 5 are completely unaware of the process.
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A large majority of respondents have not received training on how to request equipment changes. This indicates a clear need to implement.
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Most people find the service at least partially coordinated, with a significant number of participants considering it highly coordinated. No one thinks the service is uncoordinated, which is a positive sign of training programs for employees.
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A majority of respondents did not receive follow-up after the equipment change. This suggests that the post-service follow-up process could be improved to ensure customer satisfaction.
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Friendliness is the most individually valued characteristic, but the option "All of the above" shows that many value multiple aspects of the service.
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Most respondents find the technical service very or extremely receptive, which is a strong point of the service.
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The high average likelihood of recommending the company to others indicates good overall satisfaction with the service.
User Journey
The company recognized that the 2 main problems they needed to address first where:
a. Equipment replacement process and setup time-frames.
b. Create a process for data and file transfers from one equipment to another.
Ideation Process
I conducted three ideation sessions with the bank employees, utilizing SCAMPER and Brainstorming techniques to generate ideas.
SCAMPER, an acronym for Substitute, Combine, Adapt, Modify, Put to another use, Eliminate, and Reorder, is designed to guide participants in thoroughly analyzing the problem and collaboratively generating creative ideas by prompting them to question and explore different aspects of the challenge
Solutions
Solution for Problem #1: The Tech Bar
The concept of the Tech Bar was developed to establish a dedicated physical space within the bank, staffed by knowledgeable personnel, where users could receive immediate customer support.
The Tech Bar also sought to optimize the existing workflow and accelerate processes. The key objectives included:
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Reducing the overall time required by the current process.
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Enhancing the user experience across all service interactions.
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Implementing a follow-up procedure to ensure equipment and applications function flawlessly.
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Collecting employee feedback to continuously improve the service.
Solution for Problem #2: An interactive manual was created to guide users in independently transferring their files using OneDrive.
Proposed User Flow
User Testing
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The Tech Bar concept involved setting up a booth as a service center for employees. However, to test the process and validate our ideas, we initially established a temporary space with one tech support staff member, as shown in the images.
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In addition to on-site testing, I deployed a digital user survey using the Maze.co app to gather further insights and data.
Actionable Insights
1. Addressing screen issues
A significant majority of equipment change requests were due to screen issues.
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Actions: Investigate the root cause of screen problems and implement preventive measures.
2. Efficiency of the equipment change process
Most users rated the equipment change process as quick and easy, with the remaining 17% rating it at Level 4.
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Actions: continue refining and streamlining the process to maintain high satisfaction levels, while addressing any minor issues that could push Level 4 ratings to Level 5.
3. Ease of file transfer via OneDrive
All users found the OneDrive file transfer process easy, with ratings evenly split between Level 4 (50%) and 5 (50%).
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Actions: Ensure that all users have access to support for any file transfer issues. Consider providing additional guidance or resources for more complex file transfers.
4. Improving follow-up procedures
While 67% of users received follow-up after equipment delivery, 33% did not.
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Actions: Standardize the follow-up process to ensure all users receive consistent post-delivery support, reducing the likelihood of unresolved issues.
5. Post-delivery equipment issues
33% of users reported issues with their equipment after delivery, including recurring screen problems and intermittent audio issues.
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Actions: conduct a thorough review of the equipment provided, especially focusing on screen durability and audio reliability, to prevent these issues from recurring.
6. Overall user experience with the 'Tech Bar'
The majority of users rated their overall experience with the Tech Bar as very pleasant, with 33% rating it as somewhat pleasant.
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Actions: continue to enhance the Tech Bar experience by addressing any minor dissatisfaction and maintaining high service standards.
7. User feedback
The feedback was positive, with users appreciating the Tech Bar service and staff attitudes. One user highlighted the importance of continuing the service.
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Actions: maintain the current service quality and explore opportunities to expand the Tech Bar's offerings. Consider implementing a regular feedback loop to ensure continuous improvement and user satisfaction.