Challenge

E‑ZPass is an electronic toll collection system used on most tolled roads, bridges, and tunnels in the Midwestern and Eastern United States, as far south as Florida and as far west as Illinois. While it was easy for E-ZPass drivers to physically cross bridges, tunnels and highways by car, the experience of being an E-ZPass customer was anything but easy-- from registration, account set up, payments, violations- overall a fractured customer experience fraught with pain-points and no mobile option on the horizon. These challenges resulted in increased customer service line-ups, call-center call volumes, expenses, and disgruntled and frustrated New York and New Jersey drivers.

 

Solution 

In less than three weeks we collaborated to present current and future based ecosystem experience. Informed managed call-center services and team data, emboldened with agile ethnography, and enlightened with quantified process interaction touch-points . A channel agnostic customer experience was designed and below some of the key artifacts.

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• Consumer and call center data summary audit

• Current state experience maps and quantified key process, customer and business pain points

• Channel agnostic future state experience and mobile MVP prototype and screens.

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Impact

NJ and NY have moved ahead with a Summer 2020 mobile launch data. The MVP prototype is in user testing and moving into implementation.

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