Hands on Customer Journey Workshop

Different teams within VEC had different perspectives on the customer experience. We began developing a consolidated understanding of the customer’s experience throughout the product lifecycle by facilitating a series of stakeholder interviews across the various teams, collecting information such as pain points and opportunity areas along the way.

The findings from this initial research were synthesized into a report that we presented at a design workshop at the Virtustream office in Atlanta. After setting the stage with the current customer journey, we led stakeholders though a series of ideation exercises. This workshop allowed an efficient and effective group brainstorm to create an ideal vision of how to streamline this experience for both the customer as well as internal teams.

After collecting volumes of information and ideas, UEGroup created two infographics – one to illustrate the current VEC customer journey and another to illustrate the future vision of the service. These infographics mapped out the various steps involved within each journey and charted key information for each phase along the way, such as customer feelings, touchpoints with various Virtustream teams, how to address painpoints, and opportunities for going above and beyond.