Without visibility into the customer experience, it's difficult to know where problems in a product/service are and how to solve them strategically.
So I created a journey map of our bank loan payment experience, which presented opportunities to streamline communication, customer engagement, and technology. As a UX designer, I must understand the problem, especially from a user's perspective. And to achieve this, I collaborated with cross-functional teams to surface the pain points customers experience while attempting to pay a loan.
The most significant a-ha moment came about from looking at the other side of the coin and engaging with our customer care and service teams. After all, they are users too. And they helped me present a holistic view of improving our customer experience from a service design perspective.