User Journeys

Existing User Journeys

By combining our caller and agent user research with data from the telephony system and Google Analytics, we were able to identify the major user journeys encountered when logging a call. This helped us to break down the service into logical, manageable pieces. We were also more able to identify pain points and areas where we could deliver the most value in the shortest amount of time.

The key journeys we identified in Discovery were:

1. queries to do with rent, including taking a rent payment
2. other queries that agents can resolve themselves
3. a call requiring transfer to another party for resolution
4. a transferred call that was not answered and therefore required a callback

Pain Points

From the journeys we identified multiple pain points, here are a few examples:

• Flicking between various systems was painful and sometimes confusing (Paris, UH, Spreadsheets, email, etc.)
• Duplicating data is frustrating for agents and can even result in information not being entered where it should be
• A huge time delay when switching between UHW and UHT was frustrating for agents and resulted in longer than necessary handling times.