Walgreens Natural Language IVR Customer Call IMPROVEMENT Flow

Problem:
Walgreens needed to align executive stakeholders on the value of expanding its natural language IVR system while simultaneously equipping team members with the tools to understand and efficiently manage the system's routing capabilities. The challenge was creating materials that could effectively bridge these two objectives.

Situation:
Walgreens was seeking to secure additional budget and investment to expand its natural language IVR system. The goal was to effectively communicate the value of the technology while also providing clarity on its operational structure.

Task:
The team was tasked with creating visually compelling flow diagrams that served dual purposes:

To showcase the value and potential of the IVR system to executives as part of a persuasive communications piece.
To provide detailed backend flows for training purposes, enabling team members to better understand the routing and functionality of the system.

Action:

Collaborated closely with stakeholders to understand the business value and technical workings of the IVR system.
Designed high-level diagrams for executives, highlighting the customer experience and benefits of the system.
Created detailed backend flowcharts to illustrate the routing logic, showcasing how calls were processed and resolved.
Ensured the materials were clear, professional, and adaptable for both strategic and operational needs.

Result:
The deliverables successfully demonstrated the IVR system’s value to executives, contributing to a stronger case for expanded investment. Additionally, the backend flow diagrams became a valuable resource for internal training, helping team members understand and optimize the system’s functionality.

Role: Art Direction