Universal Work Order: Making sense of an In-Home Geek Squad Agents experience
The ecosystem of internal tools can be confusing. We weren't giving our employees a good experience which was a result of a complicated and disorganized product environment. The first thing my team set out to do was to make sense of our agent's experience and how the app was helping or hindering their productivity and happiness. By collaborating with research, product owners and the agents themselves, I was able to create a service blueprint that helped us gain clarity and identify opportunities for improvement in the agent experience.
