Identifying Holistic Improvements Across the Global Enterprise

Worked with stakeholders across 12 different departments and with multiple clients to define pain points and identify opportunities in the client’s billing processes.

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The Problem

As this global financial institution acquired dozens of new entities over the last decade, its billing process became fragmented, manually intensive and time consuming. Customer frustrations reached significant highs and revenue collections were delayed.

The Methods

Leveraging remote technologies and global UX research colleagues, conducted contextual interviews and journey mapping exercises with more than 65 internal stakeholders and clients in seven different regions across the globe. The team then defined the end-to-end client journey, identified pain points, and prioritized opportunities.

The Solution & Results

Delivered an extensive set of recommendations that were prioritized with the Technology and Product Management teams, using an Incremental, Evolutionary and Revolutionary roadmap format. The team eventually developed an MVP that is currently in a pilot stage.