Moje UPC – The omnichannel digital customer service

In 2019, seeking to take advantage of digital transformation trends, UPC began the process of optimizing its customer self-service systems. Together with Hycom, they designed and implemented a new solution architecture using agile work methods. This enabled rapid modular implementation, an assortment of solution modifications, and, above all, the freedom to exchange technological components as needed. All this contributed to the creation of a platform able to quickly adapt to customer needs.

The first stage of the project involved learning about the problems and expectations of UPC customers. By conducting a thorough analysis, it was possible to collect relevant information and data in order to create a map of the customer life cycle. Analysing the data in this way revealed many of the pain points that customers were experiencing with UPC services.

The next stage of the project, entirely managed in accordance with lean principles, was the preparation of a self service project roadmap based on the customer journey. This contained individual stages of development to reflect individual user goals in specific journeys.

In the next phase, prototypes of solutions were prepared and improved to maximally adapt them to the expectations of customers.

In order to create the best outcome for UPC, the whole solution was built according to the headless concept and based on micro-services. The architecture uses independent modular services and PWA technology, which is especially useful for self-care solutions. All of these offered UPC an excellent basis for building a new digital environment using agile product development methodologies.

Bearing in mind the rapidly changing market and the need to optimize customer service, an MVP solution was provided by the Hycom team in a record time of 12 weeks.