Passion for Customers, Respect, Imagination, Simplicity and Entrepreneurial Spirit – these are Edenred’s values and a driving force for all its employees. Get a glimpse into the life of an Edenred employee, see what makes us vibe, and discover how we’re obsessed with Customer Centricity as we empower the financially unbanked sector in the UAE.
Since we’re celebrating ‘CX Month’, get a glimpse into the day-to-day of our Product Designer, Faisal Parvez, and see how we’re obsessed with Customers 💙💜
🎤 What do you do? What does your day look like?
➡️As a Product Designer, my day-to-day involves identifying problems faced by our C3Pay users and developing innovative solutions to address them. I work closely with cross-functional teams to ensure my designs align with the overall product strategy, and then test them out in the field. Gathering user feedback through field testing and presenting my work to stakeholders is an important aspect of this process and once the designs are approved, I collaborate with developers to ensure they are implemented accurately and to ensure app updates are scheduled in a timely manner.
🎤 Can you walk me through a typical customer journey from the initial touchpoint? What are the key touchpoints in this journey?
➡️Once the customer has downloaded the C3Pay app, the initial touchpoint is their first interaction with our digital product. Then they set up their account, details and start using our features such as International Money Transfer, Mobile Recharge, Bill payments, Peer-to-Peer transfer, etc
🎤 What are the most common challenges or frustrations customers face when interacting with our company? How do these pain points impact their overall experience?
➡️In the UAE, we have a special userbase: They are interacting with digital money for the first time, they have always traditionally dealt with cash. So, building trust in the security and convenience of digital platforms is crucial for us. This can impact their overall experience in several ways. For example, they may be hesitant to adopt new technologies, leading to a slower onboarding process.
To address these challenges, we focus on creating experiences that are both familiar and innovative, and most of all, our product has to be accessible by everyone, especially those with varying levels of digital literacy – this is essential for a positive customer journey.
🎤 What metrics do you use to measure customer satisfaction and success?
➡️Customer satisfaction and success are measured by a combination of metrics. At a transactional level, active usage and repeat purchases are key indicators. On a broader scale, average revenue per user reflects overall product value. The Design team makes sure to coordinate with customer service teams to gain deeper insights in order to understand specific pain points of our customers and identify areas for improvement.
🎤 What are some examples of how we’ve used customer feedback to improve our products or services?
➡️We prioritize direct customer interactions. We regularly conduct field visits, engage in user interviews, and actively seek feedback. For instance, many customers expressed difficulty understanding certain features in our product. By listening closely, we realized that visual explanations would be more effective. This led to the introduction of our popular video tutorials, which have significantly enhanced user understanding and satisfaction.
🎤 What languages do you speak?
➡️My mother tongue is Urdu, but I also speak Hindi, English and little bit of Arabic.
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