Norwegian Arctic Student Housing
Modernizing and digitalising the customer support journey for modern living standards.
The customer support journey.
Students living at Samskipnaden would send digital inquiries for any issues related to their services and living areas. Students were incentivised to inquire about anything and everything, resulting in a large growth in yearly customer support cases.
As seen in the video, students would merely access the company website, and click one button to send an inquiry.
With yearly customer inquiries growing, the company wanted to address the issue.
Data analysis
The process started with reviewing and analysing 19 years of inquiry data. This data was then structured into models, which the project board could leverage into educated decisionmaking.
Along with this process, in-person customer interviews were performed to highlight the customers main pain-points.
This data will not be publicised.
All this data combined painted a clear image of what students needed help with the most. It became obvious that students wanted more tools for “self-help” when encountering issues with their student housing experience.
The solution
After rigorous user conversations, as well as speaking with other industry actors encountering the same growth in user inquiries, using Figma, i drew up a solution.
Using insights from the Janitor department, as well as customer support department, the solution is intended to first make the student specify who they want to contact.
Once specified, the user is then precented with examples of problem areas they might need support with. Dialogue with other actors in the industry revealed their most common issues faced by students matched our own findings.
The main goal with the customer support journey will be to provide friction in the customer process, filtering out low priority issues that customers can solve on their own.
After specifying what areas they need help with, they are presented suggestions to common problems, and how they can easily solve them on their own.
Users who still require assistance, can simply press “no, i still need help”, in order to reach customer support.
Results
Further monitoring will be required to measure the results of the new solution after implementation.
However, conversations with other actors in the industry who already implemented similar solutions, have experienced a reduction in yearly inquiries by more than 20%.