Glow Design Strategists were tasked with helping our client track end to end billing; from the beginning of a project through installation, and client payment.
From our research, we learned that all employees had challenges along the entire work flow: Installers out in the field struggled with organizing and filing receipts and the payment inter-team hand off wasn't clear. We helped our client gain a better understand of their operational work flow and made suggestions to optimize . Using a design thinking methodology, we executed a customer journey map, which showcased multiple work flow pain points and highlighted improvement opportunities. This illustrates a portion of those findings.
Analysis prepared for a small, San Francisco based solar client, 2013. Glow Design Team: Noreen Santini, Yookyung Bang, Roni Cahill, Hachem Mafoud, and Chung-Ying Yeh