Project Overview
Problem Statement
With a new initiative focused on the store experience for customers, it was necessary to take the first step in understanding what happens behind the scenes at a store -- mapping the retail agent's journey. This project was focused on business processes and challenges our retail agents experience as they partner with us to carry out money transfer services.
Why don't agents transact with us more?
My Role
I was the lead researcher on the project, taking on all research tasks including designing the research plan, recruiting participants, facilitating research interviews, synthesizing, analyzing, and preparing the report of findings and insights.
Process
This research study consisted of brief interviews touching on various topics with agents across the globe. I covered topics such as the support they feel from us, how they connect to get help, the platform they use for building and sending transactions for customers, and receiving and making payments.
The conversations led to so much data across the key touchpoints in the agent journey.
For this project, I used Miro to tag and sort the feedback into insight and themes.
I also used Miro to design the journey map, which highlighted the key touchpoints and incorporated agent quotes, insights, and opportunities.
This view of the data made sharing with leaders really simple and gave us common language and terminology as we all worked to investigate the store experience and identify what could be the winning ticket for getting agents to increase their volume.
Through this process of interviews, synthesis and analysis, journey mapping, and generating potential opportunities, I was able to pinpoint a significant point of friction for agents that led to them preferring to using competitor systems.
With this data, the business was able to implement several relatively simple procedures that will greatly impact the business.
