Business Challenge

Enable Miner to deliver on trust and value over transactions.  Build differentiated relationships built on our collective understanding and the volumes of untapped knowledge needed to make truly intelligent, success-driven decisions.

Proposed Solution

Utilize IoT solutions to increase operational effectiveness, foster growth, and generate efficiencies

My Role

Experience Strategy

UX + Visual Design

Research

Personas

Customer - Operations Manager

Field Technician

Customer Service Representative

Experience Mapping

Our overall engagement focused on understanding the specific personas involved in the experience, and their service journey interactions with Miner Field Technicians.  This allowed us to identify areas where connected equipment can trigger workflows and improve the overall experience.

CHAT BOT INTERACTION

To increase case deflection, we introduced a bot interaction which analyzed the identified issue based on IoT sensor and provided solutions or ability to dispatch a technician. 

Matt Gacek © 2020. All Rights Reserved