Comcast - Inspiration from the arts
How can years of account activity be told as a story to a call center operator - at a glance? Finding inspiration in the quilt collection of the Philadelphia Museum of Art, we invented a symbolic narrative that translates account data into an instantly understood three-year history of a customer account.
A better customer service experience
When Electronic Ink’s designers and researchers observed customer calls from the perspectives of both the customer and the call center operator, one thing was very clear: both parties wanted to engage in a productive conversation. The operator needed to know as much about the customer’s history as the customer did. With years of account history data displayed in a scrolling list, the operator had no time to grasp an appreciation of the the last month - let alone the last few years.
Electronic Ink looked to the history of storytelling for direction. The Philadelphia Museum of Art provided Electronic Ink access to their quilt collection where they found a solution. Radiating from the center of one culture’s traditional quilts were patterns of symbols that narrated stories across generations of a family. Borrowing this technique, Electronic Ink designers translated account data into a symbolic story that could be understood at a glance. In an instant, the operator can appreciate the customer’s current situation, recent past and overall history with the company - and a productive conversation can begin.
I've been here a long time and this is exactly what I've been looking for.
- Call Center Agent, Comcast
I can't wait until everyone gets [this] because it will improve the customer experience.
-Call Center Agent, Comcast
A true multi-team effort and a big win for Comcast.
-VP, Customer Experience, Comcast
This is truly awesome! I’m really loving the layout of this and know our agents will as well.