Saving millions of dollars through effective root-cause remediation of customer service experiences
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20% of all customer support cases were billing-related, driving significant customer frustration, high churn rates, and millions in unnecessary support costs. The subscription management experience lacked clarity, efficiency, and self-service capabilities. Small business owners struggled to understand their costs, what they were purchasing, and when promotional periods ended.
Established a temporary cross-functional service design team treating "subscription and billing" as both product and service. On-site observations of new signups, workplace visits with existing customers, qualitative data gathering. Created relationship architecture mapping customer stages against company responsibilities. Led service blueprinting workshops with representatives from advertising, marketing, product, support, and finance. Five targeted touchpoint improvements: product lineup marketing page clarity, simplified checkout messaging, restructured "My Subscription" dashboard, clearer subscription notification emails, and rewritten support documentation.
Transformed billing from one of the biggest friction points into a seamless, intuitive process. Demonstrated how well-executed service design drives both customer loyalty and business profitability.