Get a different perspective
Customer issue walkthroughs
A simple way to visualise the issues customers face and how to learn from them.
What are customer issue walkthrough videos?
A way to visualise customer issues and scenarios to see how they happened, the interplay between teams and the end result for customers. A powerful way to catalyse change in process, attitude and cross-team working.
Useful for
Showing the chain of events that led to a poor (or excellent) customer experience.
Seeing the chain of events, and interplay between teams, that led to a poor (or excellent) customer experience can be useful for teams. It helps them see the chain of decisions, behaviours and actions that led to an outcome.
Visualising the, often complex, process customer issues go through to find ways to simplify and improve.
It’s often difficult to explain the chain of events that led to a poor outcome for customers. Visualising the process can help make it real, and bring the situation to life for teams.
Working with teams to help improve and adapt their service or how they work with others.
Seeing how the interplay between teams can help or hinder the customer experience can be useful in building better cross-team working and greater empathy for the impact on customers.
How it works
1. Agree examples
We’ll agree the key themes or examples you want to demonstrate, and the key messages to get across.
2. Develop script
We’ll develop a script that works through the steps and points in an easy to understand way.
3. Create walkthrough
We’ll put together a draft walkthrough video and share this with you for comment.
4. Supply to you
We’ll finalise anything we need to change, render the video and send it to you in a format you can use in your system.
We’d spent a lot of time developing root-cause analysis models to understand how issues came about, but visualising it like this brought it to life for our teams and changed things for the better.
Head of Operations, National Housing Association
Example issues
A small selection of the kinds of issues we’ve worked on
Complex technical support cases
Cross-team communication breakdown
Going outside process to fix things quickly
Taking ownership of a customer issue
Keeping customers in the loop when it requires time to fix
Picking up the phone rather than emailing
Caring for vulnerable customers
Working with other teams to fix things
