How can you incubate great customer experience within just a few weeks?

We helped Mazovia to design and launch new tools and processes, ensuring a great experience for customers and a mark of distinction in the Mystery Shopper rankings.

CASE STORY

COMPANY

MAZOVIA

INDUSTRY

GOVERNMENT

SERVICES PROVIDED

IDEAS INCUBATOR, SERVICE DESIGN, DESIGN SPRINT

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THE CHALLENGE

Imagine your budget depends on your place in the Mystery Shopper rankings. Bad results spur the threat of having to cut wages, so you cannot afford it! The director of Mazowia decided, for the first time in the history, to start an incubation program for employees and external experts to develop a great experience for customers (including mystery shoppers) and consequently, to ensure stable finances for his organization.

SPRINT FOR THE STARTER

Mazowia teams are spread around cities in the Mazovian Region, but we wanted to make everyone a co-author of the final solution. We did a 5-day Design Sprint that engaged people in the project room and on-line. Just one week was enough to work out first concepts for tools to support information flow, prototype them and gather feedback from potential users. That was a great opening which allowed us to focus on further exploration and development of solutions.

IMMERSION FOR BETTER UNDERSTANDING

Interviewing customers, observing interactions with customers and analysing calls and e-mails allowed the team to spot the gaps and best practices. This built a better understanding of what the current customer experience is and what it could be. It was like discovering the sweet spot for opportunities.

IDEATE AND BUILD FOR DEVELOPMENT

The insights and data we gathered gave us a great playground for developing the toolkit to support customer service staff. Different formats were ideated and created. Tests in real life situations made us aware of what worked and what needed to be improved. The final version was formed into a handy guide covering different channels of communication with sample texts to be used, best practices and things to be remembered.

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THE OUTCOME

A few months after the project was completed, the yearly Mystery Shopper survey was conducted. The results were more than satisfactory. Half of the teams qualified as “Good” and half of them attained the highest score possible, “With Distinction”.

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