17
countries researched across 7 regions
60+
interviews with care agents, operations and business stakeholders
5x
faster credit request processing in the ANZ pilot
70%
fewer steps to create a request
My role
Research across regions: interviews, journey and 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 and developers
Sales executives and regional care teams
Deliverables
Journey maps, process maps, service blueprints
Five-module framework and regional rule model
Verify & Review rules, UI and prototypes