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IMPROVED CUSTOMER EXPERIENCE MANAGEMENT THROUGH USER RESEARCH, DESIGN, AND UI DEVELOPMENT

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CLIENT

 

A multinational investment bank and financial services provider serving markets globally.

CHALLENGES

The client's Customer Experience (CE) team was responsible for monitoring and enhancing the usability of all its customer facing websites and applications. They wanted extended team to work with CE to optimize resources and skills.

SOLUTION

 

Mphasis' UX Practice built a multi-skilled extended team model of specialists to compliment client’s CE activities. This customer experience management model helped the client in the tasks below:

  • Engagement was communicated to the offshore team by using a formal work request request-based delivery model
  • Time and Material (T&M) billing model provided the client flexibility to staff the offshore CE center with appropriate skills and headcount as per requirement
  • Team composition reviews and forecasts were used for resource and skill optimization
  • Allowed flexibility in movement of resources between onsite and offshore locations

BUSINESS BENEFITS

A larger pool of specialized resources to assist the onsite team for daily deliverable completion

Enhanced and swifter project delivery timelines supported by consistent and up-to-date reusable artifacts and processes