LiveWatch: Internal Projects
Customer Journey Map (2017)
In 2017, I audited and mapped LiveWatch's customer onboarding journey – from the purchase of a home security system through the installation and activation of that system.
The goal was to give our teams an updatable, shared source of truth for this complex process, which until then had been loosely tracked and managed, often lacking consensus across teams.
My role for the project was as a solo in-house researcher, gathering input from all teams involved in the process: sales, hardware, and customer service.
Customer Onboarding Optimization (2017)
Building on the onboarding audit I conducted while creating the Customer Journey Map above, I proposed a set of changes to optimize the onboarding process, particularly to address the comparatively low service activation rate among eCommerce customers.
As part of the research and design process, I:
- Interviewed recently onboarded customers.
- Conducted a survey of recently onboarded customers.
- Interviewed Customer Service Reps and Fulfillment Technicians.
- Improved our user personas to ensure the new process would accommodate our core demographics.
Activation Call Tool (2016)
As part of the setup process for LiveWatch's self-install home security systems, a customer service rep would schedule a call with the customer to activate their alarm monitoring service, troubleshoot any installation issues, and run a series of safety checks.
As the customer service team grew, it became clear that the loose set of tools training they used to conduct these calls was not scalable.
As part of the design process, I designed and built this low-fidelity clickable prototype to use as a low-cost user testing option to get feedback from the customer service team and vet the technical feasibility of certain features.
