We need to make it easy for customers to restart their monthly account when returning from COVID-19 quarantine.
The solution must also take into account the reduced work force to reopen them.
When monthly accounts make up a significant portion of revenue at a large company, there is reason to put a lot of focus and effort in making sure all systems are well designed, from customer facing to back-end. The COVID-19 related quarantine put a significant toll on many companies in the D.C. metro area. For many, layoffs have been inevitable making normal business functions extremely difficult on the staff that remain.
Although with the light at the end tunnel and many people returning back to their offices, companies now have to deal with the scramble of returning customers with the minimal workforce.
These are the opportunities for great service design.
Streamlining the back-end with new procedures.
The former procedure to reopen previously closed monthly accounts was cumbersome for a small team. My solution was to break down the procedure and reconstructed it to a more streamlined flow with minimal entries by associates and more automatic workflow processes.
Simple and friendly front-end communication.
I tailored communication that would not just capture the simplicity of the reopening procedure for peace of mind, but also reflect empathy of the company and its commitment to serve their returning customers.