A case study initiated by SoFi’s CEO aimed to address gaps in the company’s customer service performance. The project involved analyzing Comcast’s transformation from one of the worst-rated customer service providers to a redefined, customer-centric model. Through user interviews, surveys, and in-depth research, we identified key pain points and developed new products and internal tools to better serve customer needs.
The Process
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1. Analyze Comcast.
​​2. Analyze where SoFi needs to improve.
​3. Ideate solutions based on the research.
​4. Present our findings to an executive staff.
Our team of 5 interns gave a 20 minute presentation to our CEO and 6 executive staff members.
5. Celebrate!
Our team was determined the "winners" of the case study competition, out of 7 groups. We were able to see Olivia Rodrigo in the SoFi box at the Chase Center. I was also individually awarded as the "MVP" of the competition out of the participating interns.
