Optimizing a logging process for contact center solutions

Abstract

This thesis explored how structured change management and service design methods were used to improve internal processes in a digital work environment. The study focused on a case within a local technical support department, where a logging tool used in customer service was being redesigned to enhance efficiency and employee experience. Through workshops, qualitative feedback, and performance metrics, the project was applying collaborative design practices to address resistance, improve workflow, and support adaptation during organizational change. The findings highlighted the value of combining service design with clear change leadership to implement sustainable improvements in fast-paced digital teams.