As part of the research & discovery for 4 major onboarding projects for Comcast Business, I spearheaded the modeling & documentation of the existing customer acquisition, registration, and onboarding flows from 3 sales channels.
As this holistic view had never before been documented, I conducted stakeholder interviews with technology & operations, and hashed out details of rainy day & happy path scenarios in working sessions with the digital team.
The final deliverable was primarily used to examine areas (red pins below) where the onboarding experience could be streamlined and enhanced to improve NPS and digital engagement.
