HOW CAN WE MAKE IT EASIER FOR USERS TO REGISTER?
An analysis and optimisation project for a company of 9 employees
◻️Optimisation ◻️Analysis ◻️Customer journey map ◻️User experience ◻️Automatisation
I have completely immersed myself in their processes to improve them at the same time. From registration to aftercare. I started with the basics and helped them think about how the on-boarding and registration system could be better organised.
challenge
This agency wanted to assist their clients better, at any time of the day. The optimisation of processes and workflow, had to improve their on-boarding and registration system. Improve the assitance without "human intervention".
results
I followed the whole process, as if I was a customer. My focus was on simplicity of information, deleting the things that were obvious. To minimise a tutorial with too many steps. I also looked at the details of all communication (website, emails, tutorials). Was the corporate identity applied consistently? Where I found that things could be automated, so that the customer would be helped faster, I indicated that as well.
For each step my insights was detailed in facts, constructive feedback, questions, own proposals and upon approval, immediately implemented by them.
the impact
To look at the process this way, I gave a clear view to the entire team. I took everyone along in the process of optimisation and within their own role. In this way, everyone was involved in the process of optimisation and the improvement of their tasks was not forgotten.
"Katrijn has a tremendous analytical ability that she combines with empathy and optimism. An ideal combination to actually improve processes.”
Stan De Vocht - CEO & founder Creative Shelter.
CREATIVE SHELTER