Dissatisfaction monitor
Addressing customer dissatisfaction one step ahead
About the project
The Dissatisfaction Monitor project was developed to empower clients with a comprehensive system for tracking and managing customer dissatisfaction. This new approach is designed to proactively address and prioritize customers with recurring issues who are at high risk of canceling subscriptions or services. The goal is to reduce the churn rate and improve customer retention.
The tool is a companion for customer relationship managers, sales and support teams, account managers, and other teams. With a computer or tablet, they can closely monitor customer issues and take quick action to prevent users from leaving.
This tool is designed to integrate seamlessly with clients’ existing CRM workflows and tools.
My role
The project was conducted during a 4-week design sprint, where I led the design sprint itself, including the workshops with the team, helping them with the discovery, ideation, prioritization and testing. I was the designer responsible for bringing the ideas to life, creating the visual designs, the user experience, and the interactive prototype.
The design sprint process
On a design sprint, we try to compress the full design process in a shorter amount of time. We can’t develop a fully working product or test all ideas, so we try to focus on what’s most important, the items that have the most potential to be part of an MVP (in this case).
It’s helpful to push innovation and test new ideas without involving many resources and team members, with a very focused mindset of progressing quickly.
At the end of the sprint, we created an interactive prototype that simulated the real final product. That prototype was very helpful in bringing life to the project, showing investors and stakeholders the potential of the tool.
Additionally, it was used for user testing, providing a hands-on experience of the product in real life, giving valuable feedback and insights for the next iteration, and helping shape the final product.
Key features
AI Chatbot
The AI chatbot is designed to support Customer Relationship Managers by generating emails, call scripts, and other essential communication tools. The AI chatbot leverages advanced natural language processing to create personalized and effective messages tailored to address specific customer issues.
This ensures that CRMs can quickly respond to customer needs with the right information and tone, enhancing the overall customer relationship. Beyond generating communication materials, the AI tools can analyze customer interactions and provide CRMs with insights and recommendations on the best approach to resolve dissatisfaction. This proactive support enables CRMs to address potential issues before they escalate, improving customer satisfaction and retention.
Analytics dashboard
The dashboards provide a comprehensive view of the customer satisfaction landscape. This feature provides real-time data on key metrics, such as the dissatisfaction index, turnaround rates, and risk distribution across customer groups.
With intuitive visualizations and easy-to-understand reports, users can quickly identify trends, pinpoint problem areas, and make informed decisions to enhance customer satisfaction, exploring the specifics of individual customer interactions.
AI Drivers
The AI Drivers analyze a multitude of data points to enable the tool to score and prioritize users that need a higher level of attention. By examining how factors such as response times, unresolved issues, and user engagement levels affect churn, retention rates, and overall satisfaction, the Drivers help generate a more accurate prioritized list of customers to tend to.
This feature empowers Customer Relationship Managers to focus on high-risk customers, ensuring they receive the attention they require based on specific triggers.
Customer focus bar
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