improve customer experience of the leland home

Inspiration

What inspired our project was that improve safer, simpler, and affordable services for persons age 62 and over who desire or need assistance in their daily living during the special years with Covid-19. On the other hand, by our designed customer journey mapping and the whole solution, we also inspired that we optimize and improve the customer experience for the LELAND HOME to offered seniors comfortable accommodations, personalized services and have a variety of games and activities, which are looking forward to making seniors’ life happy.

What it does

According to the collected information and demands which can represent the characters and real demand for seniors (old than 62), we designed the customer journey mapping, also provide the whole solution to help seniors. Firstly, the customer journey mapping to Rich website information, so that users directly intuitive experience the whole process, we can find out possible problems with the Leland Home website so as to improve customer service. Our customer can use this map to get the service she needs. She meets the first touchpoints And her action is separated into two categories at this touchpoint. One is that she keeps browsing the Leland website for more information but some of these sections are blank, the other is redirected to the website of Deaconess Abundant Life Services which has more information she is looking for.

How we built it

Firstly， we try our best to collect the information and feedback from some seniors. And then we analyze the current website of the LELAND HOME and the characteristic of seniors. Secondly, we discussed and designed the customer journey mapping, including guiding the entire process, customer sentiment analysis, and detecting the pain point of the customer searching experience. Next, based on our designed mapping, we provide the solution, which has voice service, different language choices, and translation tools.

Challenges we ran into

Time management and Covid-19 were our biggest challenges. During 48-hours, we didn’t have enough time for finding more information and demand from customers who are more than 62 years old. On the other hand, due to Covid-19, we didn’t visit some customers and get the feedback face to face, which we think is helpful for collecting information and demand from customers.

Accomplishments that we're proud of

We are proud of the design and solution of the customer journey mapping which can be helpful to improve the customer experience of the LELAND HOME. We are proud that our solution can optimize and improve the customer experience and help the seniors (old than 62), which can make them happier and healthier. We are also proud of our collaboration which makes us complete this project successfully and efficiently. Team work and a group project with discussion, divide up, collaboration, are so amazing.

What we learned

We learned many new things about customer journey mapping design and process. We learned that focus on the characteristics and real demands of seniors (old than 62) and learned to customize the design of the journey mapping. On the other hand, we all tried to learn how to collaborate and how to divide up work for completing this project effectively and efficiently. We also improve our skills in PPT、journey mapping design, research, thinking, etc.

What's next for improving the customer experience of the Leland home

the next steps for improving the customer experience of the LELAND HOME are the flowing points:  Attracting and simpler pages  More details on the website  Presence of Customer Feedback  More age-friendly audio Tours  Counseling professionals  More Search Engine optimization

Built With

• adobe
• customer
• journey
• leland-home
• mapping
• powerpoint
• premie
• seniors-service
• world