Case Study: Spark improves front-line customer service with DNA's unified dashboard

Spark reduces repeated data entry and error rates with DNA

Spark, a telecommunications company, sought to enhance its customer service by improving the digital tools used by its distributed front-line staff across retail, call centers, and remote locations. The company faced challenges with multiple internal systems that hindered workflows and increased onboarding time. To address this, Spark engaged vendor DNA to conduct a rapid human-centered digital design program aimed at creating a unified and streamlined digital experience for its employees.

DNA employed a human-centered design approach, which included activity mapping to understand employee workflows and prototyping to validate high-impact features for a new centralized dashboard. The solution integrated with existing systems to provide a unified interface, reducing manual data entry and errors. DNA delivered an experience framework to Spark's internal teams for implementation. The result was an intuitive system that empowered front-line staff with seamless workflows and easy access to information, leading to improved efficiency and customer satisfaction.

Spark