Customer Contact Centers

Revolutionizing Customer Service: A Design Sprint Case Study

In the final quarter of 2019, I had the opportunity to participate in a transformative project with the Etisalat Co-creation Lab. Our mission: to reimagine the contact centre experience for Abu Dhabi's government services.

This intensive 6-week design sprint, part of ADDA's 'Scale AD' programme, focused on understanding and improving the interactions between citizens, contact centre staff, and government leadership.

Our approach combined rigorous research methods with collaborative innovation:

1. In-depth analysis: We conducted one-on-one interviews, listened to actual customer calls, and performed comprehensive benchmarking against industry standards.
2. Collaborative ideation: Working closely with contact centre staff, we generated innovative solutions to address pain points and enhance service delivery.
3. Rapid prototyping and validation: We quickly developed and tested our ideas, refining them based on real-world feedback from stakeholders.

This project exemplifies the power of human-centered design in transforming public services. By bridging the gap between citizen needs and government capabilities, we aimed to create a more efficient, responsive, and satisfying experience for all parties involved.

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