Rebuilding self-service support
- Research
- Product Management
- Facilitation & Planning
Portfolio A major Canadian telecom
Self-service that prevents the call
Service design lead
Rebuilding a national telecom's internet self-service ecosystem — content, tools, troubleshooting flows, IA and design system — with the explicit goal of reducing call volume.
- Facilitation & Planning
- Product Management
- Research
Private
The full case study is password protected
This write-up covers the context, the research approach, the deliverables, the measured impact, and what I'd do differently — the detail a hiring manager or prospective partner would want. Because it includes client strategy shared under NDA, it's behind a password.