My team and I created this content together, and I led the design, building a service blueprint to help us understand and improve the contact centre experience, essentially a detailed map of everything that happens when a customer reaches out for help. We traced each step of their journey, from the moment they decide to contact the centre until their issue is resolved, revealing both where customers were struggling and what was happening behind the scenes to support each interaction. Laying it all out visually made it easy to spot opportunities to streamline and improve the process for both customers and staff.