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.
My Role
Interaction Design/ User Interface Design
I also served as UX Design Lead, Researcher and Visual Designer for this project.
- Create wireframes and prototypes
- Build design system
- Created storyboard and user flows
- Design aesthetic look and feel
- Manage brand standards for usability and accessibility
Collaborators
- Front-End Developer
- Innovation Architect
- Product Manager (Client)
Work Showcase
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.
Prioritize work tasks
The app is deeply integrated across other enterprise systems, so it automatically opens from triggers in other applications.
The home screen will open and automatically order and emphasize data that needs first priority.
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.
Use of fewer tools makes learning the workflow easier.
CSRs support many different internal customers as well as external customers. Having many competitive tools open
Complex inventory organized onto cards
Order Drilldown cards
Shows the complex relationship between orders and supply. The drill down card puts all the data in one single view.
No need to leave the app
Access databases without leaving
One-click to access other databases without leaving the CSR app.
Easily find order status without Excel
Track order status without having to export to Excel or use macros.
Single-click filter the whole screen for blockers
Highly custom filter helps resolve delivery blockers.
Support customers
Customers call CSRs to manage order changes and expectations. In addition, CSRs are also responsible for fulfilling them.
Mange customer accounts
Customer search feature
Find customer by PO#, other key customer data, look up open orders and customer
Contacts messages in Teams/email
Quickly opens communication with a contact integrated in Teams and Outlook. Organizes contacts and keeps info up-to-date.
Filter orders for a customer
Just like on the home view CSRs can filter a customers orders by Order blockers, columns and priority.
Epic
Create teamwork between CSRs
Customer accounts are supported by CSR groups. The group has a primary CSR and back up CSRs, but the app has to manage data from different users.
Usability features
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.