Service Design

Viewing the project as a whole helps identify gaps, redundancies, and improvement areas, promoting effective problem-solving and goal alignment. With this holistic analysis of the Campaign process, I revealed opportunities for how Chase can interact with their customers and increase engagement through that process.

The marketing team made a process map for the Merchant acquisition campaign process. While working with them, I realized we needed a more comprehensive understanding of the process and how the teams interacted to accomplish different parts of the campaign.

To improve the documentation, our teams held productive sessions using a new map I created to facilitate the conversation. This led to Chase acquiring a company, Figg, for the management of the Chase Offers Campaign.

Service Design to Find Business Opportunities

Analysis of the Current Map

To better understand the Campaign process, I asked the Marketing team numerous detailed questions and compiled their responses. With this information, I created a new map to structure and visualize the answers clearly.

Categories Become a Legend for a New Map

Categorized the existing map's data to reveal key patterns and relationships, then used this to create a clearer, more organized map with improved hierarchy and visualization for better usability.

Themes Based on Opportunites found