unu Service Design

The Challenge: Cultivating a User-Centric Shift at UNU

UNU, rooted in engineering, lacked a Service Design culture, prompting my mission to foster a user-focused approach. Despite a quality scooter, service pain points demanded attention. The limited knowledge about users hindered effective decision-making.

The Solution: Data-Driven Service Transformation

Initiating robust user research, I uncovered pain points and measured satisfaction using CSAT, CES, NPS, and qualitative insights. Identifying key user journey opportunities, I led ideation workshops, implemented impactful solutions, and introduced metrics for continuous improvement. Establishing a Core Customer Experience team, I facilitated regular discussions among sales, operations, and support leaders to address user pain points and drive ongoing service improvements.