Over View
Our team embarked on a collaborative effort to design effective job aids for LEGO customer service representatives, enabling them to confidently answer customer inquiries about the LEGO Replay initiative. The goal was to create clear, accessible, and engaging resources that would support staff in delivering accurate information about the program and enhance the overall customer experience. Here’s how the design journey unfolded:
Understanding the Needs
We began by thoroughly analyzing the LEGO Replay initiative to ensure we had a deep understanding of its purpose, processes, and key messaging. This included researching how the program works, the benefits for customers, and common inquiries that customer service staff might encounter. We also gathered insights from LEGO’s brand guidelines to ensure consistency with their tone, style, and visual identity.
Ideation and Conceptualization
With a clear understanding of the project requirements, we moved into brainstorming and sketching ideas for the design. We wanted to create tools that would be both practical and engaging for customer service staff. The concept for our job aids and infographics centered around clarity, simplicity, and interactivity, ensuring that the materials would be useful in real-time customer interactions.
Summary of Design
Following slides, show a general view of how our team handled this process and came up with the final products:
