Omnichannel IT Support Experience

Client Brief

Provide "Invisible IT Support", where everything just works. Most of IT support should become proactive and preventive. EY Employees should have seamless personalized omnichannel IT support based on customer data analysis.

What We Delivered as a Team

Discovery, Synthesis, Design for MVP Journeys
Detailed Proposal for the 5-year implementation
Delivery Plan
Resource Plan

Projected Outcomes

40% reduction in back-office support costs (reduced tickets & calls)
50% employee NPS and -25% opex (reduction in back-office support costs)
40%+ productivity improvement (increased employee efficiency)

What I did as a Digital Hub Lead

High Level Solution and Service Design Planning

Our solution is built on the concept of preventive and proactive IT. As illustrated in the enclosed diagram, most IT cases will be resolved before users even notice them. A smaller portion of users will use support for specific requests (e.g., installations), while those with issues will be empowered by a robust self-help system, driven by an AI bot. The smallest portion of issues and requests will be ticketed and routed to actual IT and desktop support. At every stage, user data is collected and utilized to enhance the experience, personalize support, and automate solutions.

Solution and Teams

Affinity map, high level. Teams are listed on the right. Digital Hub team effectively was driving the full solution from experience POV

Proactive / Preventive Support

Data-driven IT refresh process, monitoring real-time performance, evaluating existing data, analyzing trends, and preparing hardware refresh schedules and recommendations

Data Driven Refresh Process

Data-driven IT refresh process, monitoring real-time performance, evaluating existing data, analyzing trends, and preparing hardware refresh schedules and recommendations

User Segments Discovery and Synthesis

We started our UX project by aligning with the company's business needs and gathering expert insights through stakeholder discussions and workshops. Understanding these goals, we then explore user needs through various methods: conducting over 30 surveys, engaging in interviews, analyzing past incidents, and researching industry trends to understand diverse user groups within the company.

Customer Segments

Summary of work profiles across various company roles, detailing their seasonal work patterns, travel flexibility, technical skills, knowledge needs, support priorities, and urgency. Each role from Advisory to Tax shares a personal insight reflecting their commitment and work approach.