Reference project

By redesigning the BVS invoices, we reduced helpdesk inquiries by more than 20%.

By redesigning the BVS invoices, we reduced helpdesk inquiries by more than 20%.

In short

Services
  • Service Design
Industry
  • Government
Tags
  • Design Sprint
  • Usability Testing
  • Research
  • Content

About the project

BVS aimed to reduce call center inquiries, shorten payment times, increase digital invoice adoption, and decrease reminders sent to customers. We conducted an initial analytical workshop followed by a design sprint, where we created and tested prototypes of redesigned invoices. Our approach included user research, such as listening to call center recordings and guerrilla testing. The results were significant: a 21.62% reduction in invoice-related inquiries, increased digital payments, and fewer reminders. The project was delivered on time, and BVS was highly satisfied with the outcome.

Are you interested in this project?
Feel free to ask

Our expert Betka will gladly clarify all the details, and we will look at how we can design a similar service in the context of your business challenge.

Get in touch with Betka

Service Lead for Service Design
Alžbeta Ivanovičová

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