17
Countries across 7 regions
60+
Interviews with care agents, operations & business stakeholders
5×
Credit processing accelerated in the ANZ pilot
70%
Fewer steps required to create a request
My role
Research across regions: interviews, journey & process mapping
Service design: as-is and to-be blueprints
Owner of Verify & Review: business rules and interface
Worked with
Wipro design team
Dell enterprise architects
Product managers & developers
Sales executives & regional care teams
Deliverables
Journey maps, process maps & service blueprints
Five-module framework & regional rule model
Verify & Review rules, UI & prototypes