Here at Storycase we’ve been involved in digital transformation programmes for both the private and public sector. Working with several of industry’s best architects and designers we understand what’s needed to deliver a service that meets the customer’s needs without costing the earth. With this lens we’re posting a series […]
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Here at Storycase we’ve been involved in digital transformation programmes for both the private and public sector. Working with several of industry’s best architects and designers we understand what’s needed to deliver a service that meets the customer’s needs without costing the earth. With this lens we’re posting a series […]
Here in the UK we have National Savings and Investments branded as NS&I which provide popular savings products to the public. NS&I raise revenue for the UK Government and in 2020 delivered £11.6 billion of Net Financing. So you would think customer service is top on the director’s agenda to […]
Covid-19 the great disruptor. Disruption. I’ve been used to working from home one or two days a week for several years. So when the coronavirus situation turned here in the UK and the need to WFH was announced I thought I and the team would be prepared. In reality, it […]
With Covid-19 lockdown measures in place I thought it a good time to review how environmentally friendly working from home could be. Removing the carbon from the daily commute into the London office had already seen a net gain. But how much more electricity are we using working from home? […]
Something as simple as txt message notifications should not be difficult. So when MBNA confusing me by sending new messages, different to the usual notifications, I called customer services. The experience and response I received made me more angry and worthy of this post. It started with a new txt […]
I had a dream. I’d just sold my latest little watercolour on Instagram. It went for $Z55.95, enough for Brian Eno’s Music for Installations I’d seen on Amazon for $B45.99. Ah, but wait a minute, Emanue_art has a copy of Installations for $Z38.50 on Instagram and saves me the 2% […]
On a recent assignment to transform a legacy application to cloud we came across a good example in finding the real user need. As with many IT migration projects this incident tracking application had a tight deadline and a set of assumptions about user needs. ‘Lift and shift’ was the […]
How to make discovery successful? I’ve found the best form of discovery is to reach a balance. Here’s some reasons why. Most of the recommendations for discovery phase out there focus on researching user needs to ensure you build a service users actually want. For example the GDS service manual […]
So there has been much written about online scams and fraud affecting phone companies but little on the customer experience impact. My recent encounter with BT when reporting an incident raises several concerns and highlights a catalogue of UX failures. It all started with two near identical letters from BT requesting […]