DCE Digital Hub
Digital Customer Experience’s (DCE) focus within the broader Chase Digital organization is to partner with product and tech to create lasting and meaningful experiences for Chase’s tens of millions of customers. The DCE Strategic Initiatives were a set of initiatives that Justin pioneered and led to improving the “how we work” in the value creation process.
Dimensions
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Background
DCE is home to hundreds of designers, content editors, and researchers. Currently, individuals, teams, and tribes use dozens of different platforms and tools for doing work.
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Problem Statement
The fragmentation of platforms and tools has reached critical mass; impacting DCE’s time to market and our stakeholder management.
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Root-Cause Analysis
Initiatives that would otherwise solve and improve these inefficiencies are seldom funded and are not desirable (i.e. low hanging fruit).
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Customer Impact
Our customers are indirectly impacted by our internal inefficiencies since our time to market is made slower by fragmentation of tools and approaches. Internally, we are less reliable to our Product and Tech partners.
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Solution
Create a highly robust custom Hub to aggregate the disparate platforms and improve our time to market.
Each Initiative had a plan and articulating the plan to key stakeholders was crucial to success
Understanding how DCE was organized informed how the Hub was built
DCE Digital Hub
What is it?
The DCE Digital Hub is a centralized space for our teams to work, deliver, & get support.
It is built on Confluence and is highly customized to meet our unique needs.
Team Pages
Landing Page:
Each team has the same landing page that contains team members, upcoming events, a service desk for getting things/stakeholder management, team dashboards to measure progress for leadership and PMs, and much more.
Standard Elements:
Projects: Contains work
Portfolio: 33,000 ft. view for Leadership and PMs
Resources & Support: Think decks, icons, style guides
Team Portfolios
Portfolio pages aggregate important types of work.
Customer Journey Templates
This is an example of a Customer Journey template that, when used properly, can be easily found via search or through aggregator pages.
DCE Service Desk
DCE has a tool called Service Desk which allows people to get support and help for various types of issues.
This tool also links the Hub so that when people search for things it references potentially solutions for self-help.
Service Desk allows for automation and other convenient features like auto responses and so forth.
Tickets can have custom pre-built assignees and workflows as well as custom Service Level Agreements (SLAs)
