service
This project focuses on redesigning the processes beyond the touchpoints where technicians and sales representatives engage, with the goal of creating a customer experience that drives higher retention in the private sales sector of Paramedics of El Salvador.
Research
In this phase, we conducted a thorough analysis of all users of Paramedicos de El Salvador. We also examined how sales operated to determine which sector we wanted to focus on. We relied on primary and secondary sources and used various tools for synthesizing the information.
Data Base
This tool was designed with the intention of guiding the company in hiring a developer to build a custom database tailored to these specific needs. It serves as a foundational reference, outlining the structure, functionality, and key data flows required to ensure that the final system aligns with operational goals and supports long-term scalability.
Ideas
We carried out a traditional ideation process, starting with brainstorming and continuing through to categorizing and refining ideas.
Welcome kit
A conceptual prototype of a Welcome Kit intended to be provided to clients after completing a purchase with Paramedicos de El Salvador. This kit aims to enhance the customer experience, foster brand loyalty, and establish a positive first impression by including essential information, promotional materials, and personalized items that reflect the company’s commitment to service and care.
Prototype
Some of the prototypes were final, while others were in early stages. We developed sketches for both the new sales process and the accompanying tools. For implementation, all proposals were delivered to the company in the form of prototypes.
Improvement guide
Educational material designed to serve as a practical guide for the company in its efforts to improve customer service and internal organization. This resource outlines key principles, actionable strategies, and best practices to support continuous improvement, ensuring more efficient processes and a stronger connection with clients.
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