Proactive WiFi issue detection and resolution

Backdrop

The client was embarking on enterprise-level journey management. Harmonic was a key partner in this journey unification. As a part of this project, a concerted effort was made to ensure that this work draws from capabilities on the roadmaps of other enterprise journeys. The team responsible for this service was striking a delicate balance of driving value for both customers and employees while not stepping on the toes of the customer care organizations within the company. The development of the experience would require collaboration with other teams in the organization to leverage existing capabilities. In addition, work would need to be done to develop new capabilities that enabled low-touch and unassisted customer experiences.

Key activities

• Conducting stakeholder interviews to understand the current state of how the system operates, uncover and understand technical jargon, and gain an understanding of ambition for the future of the service and limitations of capabilities.

• One interesting finding was that the necessary technical capabilities are gate-kept to a large degree by a partner company that is a technological and strategic partner. This would prove to be impactful during evolution mapping and capability definition.

• Facilitating a Hypothesis workshop to uncover existing internal knowledge about the space, generate early ideas based in experience (and biases to challenge), and develop a hypothesis of the space.

• In-person generative research to learn about their experience troubleshooting wifi.

• Meeting customers in context

• Mapping individual experiences (with customers)

• Journey analysis

• Insight synthesis

• Develop a current-state experience map

• Employee research with technical support agents to understand how they help customers troubleshoot Wi-Fi issues, the issues that they find to be most common, and getting their reactions to concepts developed to proactively serve customers - both as an impacted actor and a proxy for customers based on their aggregated experience.

• Leveraging customer and employee research to identify opportunities, generate ideas, and develop concepts to proactively resolve Wi-Fi issues.

• Defining experience principles that provide guidance to the development of a low-touch, unassisted, customer experience for the service experience.

• Developing a bespoke "pathways framework", a scenario-based map, that defines different paths of issue resolution in a series of key moments based on the customers' context. This map also detailed which issues could be resolved in each of the paths - this took an of understanding how issues manifested in the customer's experience and mapping them to the actual underlying technological issue.

• Facilitating future state blueprinting to detail the experience and guide the implementation of concepts. The service blueprint demonstrated how the experience and the capabilities that enable the experience come together moment by moment.

• Capability identification and evolution mapping. The implementation of this experience required leveraging existing capabilities being developed in other parts of the organization as part of a journey unification program in addition to new capabilities specifically to deliver low-touch, unassisted experiences which had not been a focus until that time for the organization. Once capabilities were identified, we facilitated an evolution mapping session to define the evolution plan or phased approach to build toward the ideal future experience in three distinct phases based on experiential cohesiveness and technical feasibility. The capabilities were organized into development areas that were clusters of technical and experiential capabilities that would enable the experience.

• Development of stories from the future that details the future state experience for each of the three issue resolution pathways. (I was not a primary contributor to this, though all the tools and artifacts were deeply interconnected)

• Development of a "What and How" map that visualized the interconnections between the service model and the implementation model and the development of a related detailed guide to equip the client group with the details needed to move fluidly between the envisioned experience details and the capabilities that would enable the experience while embarking on implementation.

Key artifacts/deliverables

• Experience Principles

• Evolution Map with detailed capabilities and tie-backs to enterprise capabilities and roadmaps

• “Issues Pathways Framework”

• North Star Vision Service Blueprint

• Stories from the future