Service design for better customer experience

Product & Role
As a UX Designer for a client portal Saas, I implemented three general anti-churn concepts
Challenges
Low UX maturity; resistance to mapping efforts and processes improvement.
Achievements
Defining the Client Success ‘Vision & Processes’; and a weekly client feedback to measure it.

Outcome 1 — Clarify what goals customers want to achieve — and how

Idea
For clients who need product customizations to achieve their goals, we want to understand quickly if they are willing to pay for Discovery efforts.
Solution
A DIY-guide to help clients discover their requirements ‘the right way’, with the option to buy ‘Discovery workshops’ and our involvement.

Outcome 2 — Lay ‘roads’ and ‘maps’ for customers, and accompany them towards achieving their goals (CS vision and plan)

Idea
We should have a Client Success vision and a task plan for our clients requirements so they achieve their goals efficiently.
Solution
A CS vision of moving clients from fuzzy business, users and design needs towards clarity and goal achievement.

Outcome 3 — ‘Build’ insurance against client churn (periodically check customer effectiveness, efficiency and satisfaction).

Idea
We should have a Client Success vision and a task plan for our clients requirements so they achieve their goals efficiently.
Solution
A CS vision of moving clients from fuzzy business, users and design needs towards clarity and goal achievement.

What I learned. Reflections

Churn starts right at the beginning of the prospect journey, so it needs to be addressed from the beginning. Resources allocated to reduce churn are best spent earlier rather than late in the customer lifecycle.

Work

Improve existing products with research and testing

Samples for the for the work I've done between 2014 and 2018

Visual experience for SaaS website

Samples for the for the work I've done between 2014 and 2018

Product design — from discovery to delivery

Samples for the for the work I've done between 2014 and 2018

Design new products with user centred approach

Samples for the for the work I've done between 2014 and 2018

How to elicit Software Requirements — a DIY guide

Samples for the for the work I've done between 2014 and 2018

Service design for better customer experience

Samples for the for the work I've done between 2014 and 2018

Opinion

What the gorilla video tells us about what we choose to perceive

Stop explaining UX to 5-year olds

AI, confabulating and consciouesness

Why Agile stories work for all your teams

Get out of UX / UX everything

AI, confabulating and consciouesness

Why Agile stories work for all your teams

Stop explaining UX to 5-year olds

Contact

Let’s make a better world for your clients experience and your business outcomes. Write me at  contact at mariusgrigore.com to get in touch.

© 2025 Marius Grigore UX Designer