Blockchain pLATForm
Project Description
Designing the Future Client Experience for Blockchain Integration
Challenge
The process of integrating blockchain solutions for clients was complex, particularly in onboarding, setup, and ongoing engagement. There were gaps in setting expectations, providing adequate support, and ensuring smooth communication, which impacted client satisfaction and adoption. The mandate was to reimagine the client journey to create a streamlined, transparent, and supportive experience that empowers clients to effectively utilize the blockchain network.
My Role: Client Experience Strategist, Research Lead, Service Design Facilitator
As the lead strategist and design thinking facilitator, I drove the initiative to define a future-state client experience. This involved synthesizing research insights, aligning internal teams, and creating a client-centric vision for blockchain solution integration.
- Led Cross-Functional Collaboration
I facilitated workshops with sales, client enablement, and operations teams to gather input on current challenges and future needs. These sessions helped identify pain points in the client journey, including unclear responsibilities, insufficient support materials, and difficulties in client communication. - Mapped the Client Journey Through Research & Insight
I conducted client interviews and internal stakeholder sessions to map the existing client journey, uncovering key touchpoints, pain points, and opportunities for improvement. This research highlighted the need for better expectation management, streamlined onboarding, and ongoing support to ensure client success. - Designed the Future-State Service Framework
I synthesized the research findings into a future-state service blueprint, outlining a vision for an enhanced client experience. This blueprint focused on proactive communication, simplified processes, and empowering clients through self-service tools and dedicated support. - Enabled Implementation Through Clear Design Principles
I translated the service blueprint into actionable design principles and recommendations, focusing on: - Proactive and personalized communication
- Streamlined onboarding and implementation
- Empowered clients through self-service tools
- Ongoing support and relationship management
- Clear roles and responsibilities across internal teams
Approach and Outcome
Through detailed service blueprints and stakeholder collaboration, we identified key opportunity areas to transform the client experience:
- Enhanced Onboarding: Streamlining document management, simplifying processes, and providing clear guidance.
- Proactive Communication: Implementing a structured engagement strategy with defined client touchpoints and personalized communication.
- Empowered Clients: Developing self-service testing environments, comprehensive knowledge resources, and tools for monitoring network activity.
- Optimized Support: Defining clear roles and responsibilities for internal teams, and establishing efficient processes for issue resolution and ongoing support.
The resulting target-state experience includes:
- A personalized client portal with easy access to information and support.
- Streamlined onboarding with digitized document management and clear implementation plans.
- Proactive communication and regular updates throughout the client lifecycle.
- Self-service testing tools and comprehensive resources for client empowerment.
- A dedicated point of contact and ongoing support for clients.
- Defined metrics and tracking systems to monitor client experience and drive continuous improvement.
The Impact
The proposed solution is a client-centered service model that enables clients to efficiently integrate and utilize blockchain solutions. By addressing pain points in onboarding, communication, and support, the new experience increases client satisfaction, drives adoption, and strengthens long-term client relationships. This enhanced client experience positions the organization as a trusted partner in the evolving blockchain landscape.
Download the case study
Blockchain-Platorm-case-study-2025 (Password protected)
