Example Reflection – Learning Launch

1. Challenge:

We worked with one of the utility projects, the biggest challenge for this client was to

address number of calls they got regarding the billing (Electricity bills), the queries ranged

from simple due date of bill payment and modes of payment or even asking the breakdown

of cost. The client’s customer support team was overworked, and it was not a good sign for

client to get so many (3000 per day) calls with queries which basically meant customer has

some issues with their bill.

2. Selection:

We were working with clients from past 2 years and knew the technical landscape of client

well and their business model. Since we had idea of what client challenge was, we adopted

learning launch so that we can ideate and come up with prototype in short span of time.

Also we had initial design thinking sessions with both client and their customers.

3. Application:

Based on our understanding from client and customer discussions majority of the queries

customer support teams got were there to be found on Bill , which basically pointed that

existing bill format was the culprit. To validate this assumption one more round of design

thinking session was held only with clients customers and we learnt from each one of them

in detail to confirm our assumption. Not so surprisingly most of the customers pointed

towards cumbersome billing format and not having the required information ex Bill Payment

date highlighted or breakdown of billing provided.. Existing bill format was being used from

2 decades and not been revisited. So the idea was to redesign the bill and create a

prototype.

4. Insight:

With inputs from customer we wanted to test our assumptions, hence we started working

on protype of new bill and within 1 week we were ready with prototype. The new bill had

most common customer support queries highlighted so that its clear by glancing at bill what

is what. Also we removed 30% of unwanted information from billing which added no value

but was just put there from 2 decades. We even changed the Font and Size of font on the bill

and instead of light brown background complete white background was used for billing. So

customers had clear white background with the information they wanted to know

highlighted on bill.

5. Approach:

Since we were working with client from few years and knew at surface what the issue is, we

took learning launch as tool. This is iterative process to verify the customer queries even

after roll-out of new bill and to ensure the goal of < 100 calls per day is achieved.


Example Reflection – Learning Launch 1 . Challenge : We worked with one of the utility projects , the biggest challenge for this client was to address number of calls they got regarding the billing ( Electricity bills ) , the queries ranged from simple due date of bill payment and modes of payment or even asking the breakdown of cost . The client ’s customer support team was overworked , and it was not a good sign for client to get so many ( 3000 per day ) calls with queries which basically meant customer has some issues with their bill . 2 . Selection : We were working with clients from past 2 years and knew the technical landscape of client well and their business model . Since we had idea of what client challenge was , we adopted learning launch so that we can ideate and come up with prototype in short span of time . Also we had initial design thinking sessions with both client and their customers . 3 . Application : Based on our understanding from client and customer discussions majority of the queries customer support teams got were there to be found on Bill , which basically pointed that existing bill format was the culprit . To validate this assumption one more round of design thinking session was held only with clients customers and we learnt from each one of them in detail to confirm our assumption . Not so surprisingly most of the customers pointed towards cumbersome billing format and not having the required information ex Bill Payment date highlighted or breakdown of billing provided .. Existing bill format was being used from 2 decades and not been revisited . So the idea was to redesign the bill and create a prototype . 4 . Insight : With inputs from customer we wanted to test our assumptions , hence we started working on protype of new bill and within 1 week we were ready with prototype . The new bill had most common customer support queries highlighted so that its clear by glancing at bill what is what . Also we removed 30 % of unwanted information from billing which added no value but was just put there from 2 decades . We even changed the Font and Size of font on the bill and instead of light brown background complete white background was used for billing . So customers had clear white background with the information they wanted to know highlighted on bill . 5 . Approach : Since we were working with client from few years and knew at surface what the issue is , we took learning launch as tool . This is iterative process to verify the customer queries even after roll - out of new bill and to ensure the goal of < 100 calls per day is achieved .