Crafting the Next-Gen Tech Support Journey
As program designer and facilitator, turned support teams into future thinkers who could fix today's problems with tomorrow's ideas.
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Sitaution
The world's largest retailer's tech support team, serving 2.5 million associates, needed to think beyond daily tickets. They needed to imagine future support challenges and use those insights to solve today's problems better driving strategic, future-focused decision-making.
Task
Designed workshops that teach senior leaders and Level 1 support staff how to use foresight tools, then use these future insights to improve current service blueprints.
We used metaphors to help tech support see their world differently. By using metaphors to picture their service - current state as a repair guy or a help desk, future as a Swiss knife or Jarvis - teams suddenly saw both their current struggles and future possibilities in a new light.
We mixed future thinking with practical problem-solving:
Taught Future Vision
Introduced foresight tools to support teams
Used real support cases to imagine future challenges
Got teams thinking beyond typical solutions
Built scenarios of tomorrow's tech support
Made Future Useful Today
Used MAYA (Most Advanced Yet Acceptable) method
Generated 20+ ideas from future scenarios
Turned future insights into practical fixes
Got teams excited about new possibilities
Built Better Service
Created a comprehensive service blueprint
Added future-inspired solutions to current processes
Mapped 8 key touchpoints with new ideas
Integrated future thinking into daily support
*All images and data presented here have been recreated with care. Personal information has been altered to protect the privacy of my clients and ensure confidentiality*
year
2023
timeframe
4 weeks
contributions
Service Design & Future Mapping, Workshop Design & Facilitation, Metaphor-Based Innovation Training, Support Journey Transformation.
category
Strategic Foresight
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Developed a comprehensive service blueprint that addressed current challenges while positioning the tech support team to tackle future issues proactively.
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Workshop participants generated over 40 unique metaphors, offering fun and relatable comparisons between their current and future states—like moving from a “repair guy” to a “Swiss knife” or “Jarvis.” These metaphors helped leadership and teams visualize the journey from today’s challenges to tomorrow’s goals, clarifying both potential problems and aspirational outcomes.
03
Produced a comprehensive report on horizon scanning, identifying key signals and trends impacting the future of tech support. This report provided leadership with actionable insights into emerging challenges and opportunities, equipping them to make informed, strategic decisions for long-term resilience.
