UX Design: Customer service tool
Timeframe: 3 months
Objective
Following on from a customer-facing e-commerce project, the focus shifted to reflect changes in the product experience from a back-end customer service perspective. This was therefore a re-design of the current tool which handed customer details, orders and returns. This required changes to the underlying data models as well as workflow changes and front-end design changes to reflect updates to the design system. The objective was to make it as close as possible to the customer facing experience to enable easy interactions between customers and agents. I led the UX work for this piece which required understanding the out of the box software, creating workflows and creating customisations where possible.
Approach
Firstly I focused on understanding the software being used and received access to a demo environment where I could play around with an example implementation and test changes. Because I have been a developer creating customisations for out of the box software before, I’m familiar with understanding a new system and was able to quickly determine what the right design approach would be, and was able to discuss this with technical architects.
The design activities I led for this role included:
Working with technical architects to determine workflows and customisation approaches
Gathering the as-is journey for the current system and workflows
Leading user research with different user groups of the system
Working with business analysts to conduct workshops with user groups and gather business requirements
Creating new workflows, designed with the constraints of the software in mind
Creating wireframes and hi-fidelity designs using design system components
Testing designs with different user groups and collating feedback
Leading co-design sessions with key stakeholders
Delivering final user flows, designs and prototypes
Leading junior designers and researchers throughout the project
User flows across the different personas and workflows
Outcomes
The key outcomes for this work included:
Delivery of final design assets including user flows and final designs/prototypes
Contribution to the evolving design system
Delivery of business processes/workflows
Documentation of user pain points and future concepts
Key measurements for the work included:
Time savings across the user roles - customer service agents, managers and other roles
Improvement in user satisfaction due to the ease of use and addition of new tasks to the system
Improvement in end customer satisfaction due to the ease of task completion and new tasks added to the tool - removing additional service processes outside of the system
Improvement in service processes due to the mirroring of customer and customer service agent experiences