Customer Support Strategy through Mapping
Acquia is an open source digital platform, offering software solutions such as cloud platform for website developers

Project Opportunity

The goal of the project was to understand the problem space of the cloud

platform customer journey,

focusing on the support experience, and all of the touch points

between customers and Acquia

teams & systems.

Research

We conducted and synthesized a total of 31 hours of interviews, and 889 quotes from subject matter experts and customers.

We also gathered and analyzed customer satisfaction scores (CSAT), NPS scores, and customer exit surveys from CLOZD.

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We chose to use multiple data sources to strengthen our insights and findings when presenting information to stakeholders throughout the 11 month period. 

What I learned 

We spent time building relationships with the support team leadership through interviews and meetings after the maps were presented. The second part of the the project went much smoother, with greater understanding from support leadership on how to develop solutions and implement changes with the projects listed on the below map. Getting cross-functional leadership involved earlier in the process can help create more impactful work sooner.

Role

I collaborated with a Sr. Product Designer on the design team. The project happened over 11 months. I collaborated with several teams across Acquia to find data points and conduct interviews with subject matter experts, customers, as well as conduct workshops. 

Insights

The insights found were:

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1. Customers struggle to understand what help resources are available to them.

2. Customers are experiencing an inconsistent help journey from Acquia.

3. Users struggle using the support ticket portal.

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Two blueprints representing the builder and operator archetype journey was presented to the support team leadership and Chief Delivery Officer. We continued conducting research and with several teams across Acquia developed new project initiatives to solve the problems found. 

Outcomes

​We discovered a lot of pain points and opportunities for Acquia with the research conducted. This lead to several new projects for the design team

I created an additional blueprint per a request from the Chief Delivery Officer and a grounding storyboard of the admin and user persona experience for the CTO and CEO to track all of the project initiatives from the design team, including using new technology, such as AI.