A first of its kind Customer Relationship Management app. We made a cloud application to assist customer service reps with digital buying work at a global chemical corporation.
Case Study & Showcase
An enterprise app for efficient digital buying
User Experience Design
User Interaface Design
Understanding system and business needs
This client did not allow our team to access to current employees who were CSRs, so I had to be creative about how to develop understanding about which pains were worth solving for the business.
Build Problem statments - CSRs overwhelmed and confused while managing digital buying
In spite of limited buy-in from the client on the value of user research I used my own desktop research methods and some resourceful interviewing I was able to articulate the business problems and pains beyond what the client stakeholders shared.
Research plan for employee discovery
It was challenging to get direct access to the client’s current employees, but I created a plan that clarified the role of direct user research.
I built a journey map for the CSRs role in the digital buying process. I went to Glassdoor, indeed and Linkedin to learn about the sentiment which CSRs had about their job duties and their employee experience.
Journey map/ user story
Using data captured from workshops with real CSRs in a previous phase of the project, I made a map of the work experience to tell the user’s story.
"Getting through my actual work is so much more complicated than training because I have to manage customer requests, online inquiries, as well as the supply chain pipeline."-Janelle D., Customer Service Reps
Use cases to address with my design
Resolving order blockers was a key task for the CSR role. Some of the order blockers were more rare than others, so it was hard to remember the steps to resolve, the meanings of codes and terminology and make decisions.
Online orders are direct to customer (D2C). These orders skip the sales rep layer. CSRs need high visibility and reminders to prioritize those orders.
The softwares learnability was poor. There were several different apps did the exact same things. Some were hard to use on smaller laptops, none of them were integrated with each other. None of the apps were designed for accessibility.
Architecture user interactions from user insights
This client was a large complex enterprise. The outlook at the company was almost completely based on “system performance”. I relied upon team collaboration to make sure my ideas about represented human-centered design feasible solutions.
I translated user experience into design requirements with business and tech feasibility in mind. I am able to contribute to designing and building the final output from end to end. design implementation and build interactions from research insights.
Inspiration Wireframe Presentation Feedback Collect patterns & laws Test design ideas Share design story Iterate finer detail I focused the user experience on minimizing user learnability and make the build feasible. I build components and screens with boxes and lines to test the design. This is a collaborative step. I build a storyboard of each flow to show how the whole design matched with needs on the users journey. Collaborative communication is key to my approach, I rapidly design several versions and iterations in response to feedback.
User Research outcomes
CSR AssistantUser Satisfaction68% sited better desk management and organization as a user benefit post-implementation survey respondents
User Interface Design
Designing screens and interactions
I created the base design system, component and screen design. I also did testing, presentation and design handoff to developers. Below are some of the more than 50 stories I worked on over the project.
Base design system
Research customer queries (Customer Support)
Manage complex data all on 1 screen
Customize your own work tool
Employee Experience Features
Improve user adoption
Meet the First of its kind