EDF Renewables North America (Service Design)
Led a service design initiative by organizing and mentoring teams through the development of service design maps. Designed and facilitated a hands-on workshop to equip internal teams with service design methodologies, fostering cross-functional collaboration and strategic problem-solving. Analyzed internal service delivery models to optimize efficiency and reduce friction in IT stakeholder engagement, enhancing overall workflow and user experience.
I collaborated with the IT team responsible for service delivery, including password resets and IT troubleshooting, to analyze resolution times for support tickets. By examining the data, we identified key bottlenecks and developed a service design blueprint to streamline processes and reduce resolution times. This blueprint was then used to train other departments, minimizing friction, establishing clear success metrics, and improving response efficiency and service delivery.
Project Goals
Optimizing IT Service Delivery – Analyzed IT support ticket resolution times to identify inefficiencies and develop a service design blueprint for reducing response times.
1.Streamlining Cross-Departmental IT Processes – Created and implemented a service design blueprint to train departments on reducing friction in IT service requests and measuring success.
2.Enhancing IT Support Efficiency – Collaborated with IT teams to improve service workflows, leading to faster issue resolution and improved user experience.
3.Establishing Data-Driven IT Process Improvements – Leveraged data analysis to detangle service delivery, providing departments with structured strategies for measuring and improving IT response times.
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Onsite research with a mobile technician.
“How do I explain what I do at a party? The short version is that I say I humanize technology.”
— Fred Beecher, Director of UX, The Nerder