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
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.
