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2016 / Innovatika /

Initial Challenge:
The EU Programs Customer Center was falling short of compliance standards, resulting in agent frustration and low visitor satisfaction. Agents struggled to find reliable information quickly, and repeated questions from program creators caused operational inefficiencies.

The Method:

We took a human-centered, co-creative approach:

  • Designed a new service blueprint using our Practical by Design methodology to eliminate repetitive queries and support compliance.
  • Assessed the current service situation and mapped the Agent journey (AS IS CJ).
  • Conducted stakeholder interviews to uncover root causes of inefficiencies.
  • Facilitated a Google Design Sprint to prototype a centralized knowledge database.

The Solution:
Translated complex EU compliance requirements into simple, visual communication tools.
Created support materials including:

  • A client needs diagnosis chart
  • Sample communication templates
  • A clear information path for agents

Developed and implemented an internal knowledge base to support consistent, informed customer service.

My Involvement:
Role: Service Designer & Innovation Consultant
I structured the insights into two key categories:

  • Strategic Decisions – requiring C-level alignment and governance
  • Quick Wins – high-impact improvements that could be implemented immediately

I also facilitated workshops and aligned stakeholders around the new solution architecture.