Proximus ‘paying on time’

Keeping up with unpaid bills is expensive and highly time consuming. In addition, it can be challenging to manage potential negative” reactions that customers may have, when receiving a payment reminder. The overall goal is to maintain customers satisfied on the long run.

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The desired behavior

  1. customers pay their bills on time

  2. customers spend less time calling or mailing the customer service.

The result after applying behavior design

Before

After

The techniques that worked best for this case

How we got to work

We worked on this project together with the team. We took over the process and got the team involved in the crucial steps. With a focus on maximal transfer of our knowledge.

Research was conducted by Proximus employees.

Customer journey workshop (1 day)

1 sprint focusing on email, sms, in-app and paper-communications (wireframes phase)

1 sprint focusing on chatbot conversations

2 demo presentation intended for the stakeholders and intrigued colleagues.

What was the end result?

We delivered wireframes which are now being used for visual design and implementation by Proximus. This means we do not have clear data yet.

The results we do have:

 

 

  • A team that knows how to apply the divers behavior design techniques. 

 

 

  • Better collaboration within the team

 

 

  • A reflex to think more about the customer journey as a whole instead of individual communication

“We feel more confident now. We managed to create a satisfying journey. The way we tackled this project was revolutionary.”

Sofia Michili - Customer Journey & Service Designer @ Proximus

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