Step one involved multiple research methods to gain a clear picture of FSCS’s current customer experience, what we call the 'as is’ service: Activities included user research (shadowing, interviews); co-design (workshops, roadshows, role play); process and customer journey mapping (particularly customers’ drop-off points), and value analysis (analysing volumetric data from call centre stats).
Step two focused on three key ‘moments that matter’ in the customer journey. These were repeatedly referenced by the customers and employees we spoke to, and emerged as focal points for improving experience and reducing customer drop-off.
Step three focused on designing an actionable ‘to be’ service blueprint, with these three moments at the core of our thinking. This involved shaping the workstreams, projects and roadmap that would enable FSCS to actually realise the ‘to be’ blueprint. Within these, we identified different contact strategies to slow down the process and ensure that FSCS could provide the right level of empathy at these key points.