Express Help

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The challenge our conversational team faced when deciding on an MVP was that while call topics are easy to understand, members often have multiple intents and solving a problem can bring other problems to the front. This made it difficult to choose one starting place. Our solution was to solve a very basic problem, connecting to customer service. The strategy was we would later layer in self serve features as they were built. I ran a sprint where we figured out we could allow members to skip the phone menu and pass them through verified and prime customer service with the call topic.

Wires

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Design sprint + Comparative analysis + wireframes