Joval Monroe Martin
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Capital One

Capital One

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Task

Come up with a name for an internal client interface system that will make users eager to adopt it. 

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Research methodology

Spoke with users on both ends of the costumer service experience.

Surveyed people about what they hated about costumer service.  

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Insight #1

The customer service workers experience is often mindnumbing repetition

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Insight #2

They forget that the customer is unfamiliar with their processes. 

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Strategy

Remind the customer service person that they hold the power to understand people, their needs and improve their lives 

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