Improving IT Support through Closed -Loop Feedback

Redesigning how user feedback
was collected, interpreted, and
acted upon within an enterprise
IT Support ecosystem

Role:
Service Designer

Industry:
Technology

Client:
Accenture

Timeline:
2024

Overview

Accenture supports hundreds of thousands of employees globally. At the time of this project, much of the workforce was operating remotely, making internal digital tools and the IT Support team essential to everyday work.

Although feedback was being collected at multiple points in the IT support journey, there was no clear system to turn those insights into action. Feedback was fragmented, ownership was unclear, and improvements were not always visible to employees.

This project focused on designing a closed-loop feedback system that allowed IT teams to respond quickly to user needs while enabling continuous, long-term improvements to the digital employee experience.

Team:
1 Product Design Manager
1 Service Designer
1 PM

Tools:
Figma
FigJam
Jira
Qualtrics

These images capture user interviews conducted with product owners to understand their knowledge about feedback, how they gather it, and what actions they take based on it.

Outcomes

defined feedback ownership

clear accountability
per team

actionable insights visibility

dashboards by region, product
& device

↓ redundant feedback touchpoints

↓ feedback
cycle time

clearer signals, higher quality input

from collection
to action

Challenge

Feedback existed, but impact didn’t

Key challenges included:

  • Redundant and scattered feedback touchpoints

  • Questions that didn’t generate actionable insights

  • Lack of clarity around feedback ownership

  • Insights being stored, but not systematically analyzed or acted upon


This created friction for both employees who didn’t see change and IT teams who lacked a clear path from insight to action.

How I contributed

I owned the service design work that helped transform fragmented feedback collection into a structured, closed-loop system.

My contribution focused on understanding how feedback was actually experienced and used by local IT teams, and translating those insights into a clearer, more actionable feedback strategy. This included mapping the feedback journey, conducting user research with IT stakeholders, synthesizing insights, and collaborating closely with Qualtrics to evolve their existing feedback approach for Accenture.

Designing Shared Understanding

To create alignment across teams,
I focused on making the feedback system visible and understandable from end to end.

  • Mapped the IT Support Service Blueprint, with a specific focus on feedback touchpoints and backstage processes

  • Identified where feedback was collected, where it stalled, and where ownership was unclear

  • Shared research insights with stakeholders to align on current gaps and opportunities

Insights from research directly informed how the feedback strategy and supporting tools evolved.

  • Conducted user interviews with local IT teams to understand how they received, interpreted, and acted on feedback

  • Synthesized findings and shared them with Qualtrics to inform improvements to the feedback model

  • Collaborated on refining the closed-loop feedback strategy to better support real operational workflows

Shaping product experience

Key Takeaways

This project reinforced the importance of designing systems, not just touchpoints. Feedback alone doesn’t create value what matters is how it’s interpreted, owned, and acted upon. By reframing feedback as a continuous loop rather than a one-time input, we shifted the organization’s mindset from measurement to improvement.

It also highlighted how service design can act as a bridge between user needs, operational constraints, and technology partners creating clarity in complex, multi-stakeholder environments.