Design a Customer Service Assist app
Delivering a beta version helps the product team figure out how well the main features perform. Users get to test the value proposition and get early benefits. After a beta, the team can develop the product roadmap and improve functionality that leads to delivering goals.
If the beta works we will release the app and users will understand the value statement. A successful beta will extend the budget and continue to evolve this product vision.
Design a business process management app to support (CSR) workflow.
A workflow assistant to help with swivel chair
User's workspace cluttered with many windows/tools open at once, CSRs have to deliver on many ever-changing priorities and they have a huge complex dataset. The client approached us because this problem needed a modern approach and technology to enhance the experience. CSR Assistant was a tool built to support customer service work at a large global enterprise.
Customer Service Representatives
A CSR's role in the Digital Buying workflow.
Interaction Design/ User Interface Design
I also served as UX Design Lead, Researcher and Visual Designer for this project.
CSR Assist app
for Customer Service Workers
A responsive web app that supports workflow for CSRs. Customer support work needs many forms of communication, managing competing support requests internal and external, and integration with lots of tools, apps and documents.
The complex workflow used more than 7 APIs and many different data sets. Some grids had more than 31 columns and 100s and/or 1000s of rows of data for inventory of orders.
Organize large amounts of data into a small area
*Some content on this screen has been hidden to protect client privacy.
Mange customer accounts
User selector has different states so that primary user can differentiate their workspace from backups workspace.
User transition interaction, makes it very clear if you are viewing a customer list as the primary CSR or the backup.
CSR list lets users easily identify backups. They can swap between their own accounts/order and pick up where backups left off.
CSR can leave notes for backups with out leaving the app or having to use excel or email.