Reflection – Learning Launch

Challenge

I am a member in a customer Service Company and our challenge was to find why our clients do not use chairs  and prefer to stand. Our main goal was to make our clients comfortable while they are using our services in order  to increase our overall sales and make a loyal group of customers. The project scope includes mainly the  marketing department and some stakeholders from the company. The project timeline was ten business days; we  wanted to understand the customer journey to gain new insights, and we found that most of our clients did not  use our chairs and prefer to stand while they are talking to our customer service person.

Selection

Our team has gone through several design thinking tools, and we decided to use the learning launch tool because  it will give us quick and great feedback of our ideas and prototypes.

Application

First, we focused on understanding our customers Journey through deep observation, interviewing and  brainstorming; we tried to identify all the stages they engage with, the pain points in each stage, their customer  expectations and different channels or devices they used. Then we found that our clients decided to stand instead  of setting because there was a problem in the chairs design that was not comfortable (chairs with tall legs and no  armrest or backrest) and the distribution of the chairs in the place. There was no good space for people to move  as the chairs was inline and in rows, when the place is busy our customers find it difficult to move so they prefer  to stand and that was frustrating.

Then, we decided to redesign our chairs and redistribute it in a very comfortable way that allow our customers to  move freely and easily and to make the place accessible also we planned to provide multiple channels for contact  and giving feedback.

Finally, we used our first learning launch, we used the new designs that were comfortable and redistribute it to  give more freedom and space, we observed our customers and interviewed them and we also used surveys to get  feedback.

Insight

By applying the learning launch tool, we tested our new design and our assumptions. The result was great; our  team gains new knowledge from all design thinking activities, tools like observing and interviewing also getting  feedback, and our customers was satisfied with the new design. Moving forward, our team will review all the  feedback and continue to use other design thinking tools and incorporate it into future launch designs.

Approach

The learning launch is the appropriate tool for our challenge. In a customer service business we need a quick and  fast feedback so learning launch tool helped us so much. Future launch designs will reflect insight gained, progress  made, and come closer to a compelling solution ready for full rollout.

