Process Improvement
Optimizing Enterprise CX Through the Service Design Scorecard
To drive operational alignment and performance, Emily developed the Service Design Scorecard at Acquia—connecting customer experience metrics to enterprise OKRs. Her work helped elevate service quality ratings from a “D” to a “B,” enabling continuous improvement and cross-functional accountability in CX delivery.
Case Study 3: Process Improvement
Title: Elevating Operational Performance with the Service Design Scorecard
Company: Acquia
Role: Manager, UX Research and Content Strategy
Challenge: Operational inconsistencies across support and CX teams led to inefficiencies and gaps in service delivery.
Approach:
- Created and rolled out the Service Design Scorecard to measure performance and surface friction points across the customer lifecycle.
- Embedded the scorecard into OKRs to align service goals across executives, engineers, and CX leaders.
- Conducted service audits and delivered insights for optimization.
Results:
- Improved internal alignment on CX goals.
- Raised the company’s service performance from a “D” to a “B” rating.
- Used the scorecard to inform quarterly planning and continuous improvement efforts across the enterprise.
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