Examine (and fix) operational pain points impacting your customer’s experience.
The Benefits of Service Design
Know more about the people, the process, and the technology involved in your service delivery. Often, journey maps focus on the customer’s perspective. That’s the front stage. But it’s not just about the customers –service design helps improve the business operations on the back stage by optimizing technologies and empowering the employees who serve them.
- Understand the needs of all internal and external stakeholders
- Map all interrelated actions and identify pain points that impact the service experience
- Find opportunities to improve the employee and customer experience
- Optimize operations to better support customer journeys
Paragon gave us a 360-degree view of our auto claims process. By including the perspectives of our employees, contact center, claims teams and policyholders, we uncovered opportunities to improve the experience for all of these stakeholders.Sharon Marburger, VP, Customer Experience – Penn National Insurance
Our Service Design & Customer Experience Solutions
Service design creates more holistic experiences by understanding and improving the relations between service receivers and service providers through:
- Customer Research
- Service & Employee-side Journey Maps
- Design Thinking Workshops
- Experience Maps
- Service Blueprints
- Future-state Journey Maps
- Delivery System & Process Design
The Paragon Difference
Paragon’s approach to service design is rooted in deep human-centric processes and a CX mindset, helping us uncover and correct the pain points that negatively impact the holistic service or product experience.
56% of people around the world have stopped doing business with a company because of a poor customer service experience. (Microsoft)
Case Study: Optimizing the Medicare Shopping Experience
Shopping for Medicare insurance can be a confusing process for consumers. See how we worked with SummaCare to better understand how prospective members search for, evaluate and decide on healthcare insurance.