During this time, it has been adapted and changed as required to meet specific purposes, often without looking at the holistic member experience or logic flow end to end.
This has resulted in the current IVR experience being relatively complex, with known broken processes that have developed over time.
We have also experienced increased call activity over recent months, with calls increasing by around 20%, and AHT increasing.
We explored ways for HCF to connect with their customers in a more useful way. Principles to support research:
Scenarios and findings derived from the research: