Understanding the Problem
Research.

To answer that question, I gathered perspectives from everyone involved in the service. I collected insights from 65 people across three stakeholder groups. Although each described different frustrations, a common pattern began to emerge.

What's in this cluster

• Affinity MapSurvey responses clustered into themes across all three stakeholder groups.
• Journey MapsThe appointment from the customer's side, the technician's side and dispatch's side.
• Service BlueprintFrontstage and backstage actions mapped against the supporting processes.
• PersonasWaiting Wendy, Field Felix and Dispatch Diana.
• Stakeholder Research ReportsOne report per group: customers, technicians, operations.

The artifacts themselves are being prepared for the web. Until then, the research findings are summarised in section 02 of the case study.