meet perspectives

Criterion

Redesigning a surveillance service with 66 solutions

redesign

implementation strategy

surveillance product

customer-centric process

connected services

Service Design

connected sector

other

our team

László Ágoston Sára Gurály

problem

While Criterion is known for its broad range of services, the company offers a wide range of remote surveillance products to its customers across the country, providing premium service for both residential and corporate clients. Although their customers were largely satisfied, Criterion initially undertook a project to redesign the sales process but we broadened the scope towards becoming more efficient, faster, and more customer-centric throughout the whole process for their current and potential clients.

our work

Following a refinement of the brief and familiarization with Criterion's service portfolio, we dived into research, conversing with customers and competitors' clients about safety, fear, concerns, and of course, remote surveillance services. This research enabled us to map the customer experience journey with Criterion, identifying pain points for users of varying attitudes. After the qualitative research, we quantified the results using quantitative tools.

solution

Together with the project team we developed 66 solutions in total for the identified points of improvement, involving Criterion's staff, and formulated an implementation strategy. One third of the solutions, which focused on both online and offline experiences, were quick fixes that the team could implement within a month. As part of the project, we also conducted a sensitizing-educational workshop to help customer service and sales colleagues gain a deeper understanding of user personas to elevate their relationship with their customers.

Additional team members on this project: Alexandra Román, Eszter Spiegel (with the support of Zsófia Rét, Veronika Soós)