We played back the journey maps, key findings, and three insights, then turned each opportunity area into How Might We questions for the group to explore and vote on.
Mixed teams explored ideas for the end-to-end request lifecycle. We discussed different approaches, weighed trade-offs, and grouped concepts by stage until a structured framework emerged.
I defined the business rules for Verify & Review and how requests should move across regions and systems. I then worked with enterprise architects to validate the rules against technical feasibility and regional requirements.
How might we reduce manual dependencies and help customers and agents move requests forward?
Let customers start and manage requests with less agent dependency.
Automate routine approvals while routing only exceptions for review.
Give customers and agents a shared view of request status and history.
How might we bring the right data, rules, and context together so agents can make better decisions?
Bring relevant order, product, policy, and request data together.
Surface the right rules and context at the moment of decision.
Focus human attention on exceptions rather than routine cases.
How might we make every step, timeline, and trigger clear and visible to everyone involved?
Give customers and agents a shared, consistent view of progress.
Communicate key milestones and status changes automatically.
Make refund triggers, timelines, and next steps clear.