The client had a fragmented, and siloed approach to how complaints were initiated, processed and resolved, this had an adverse knock-on effect on their end-to-end customer experience. A user-focused solution was required to elevate customer engagement. 

We began by defining the target customer experience for complaints within Liberty through understanding and evaluating the current experience when held up against best practices.

Followed by understanding the business goals, and finally reengineering the complaints process, through illustrated an enhanced process diagrams, and concepts.