Product Design & User Experience Research
Customer Service Desk Research & Design
September 2019 - December 2021
Successful agents equal satisfied members. So when the organization was looking to bring their Customer Service software in-house, there was an opportunity to work directly with our agents to create a software that truly helps them succeed.
Problem Statement
How might we create a consolidated platform of tools for Customer Service agents to access all relevant information needed when servicing members so that agents' are more efficient on calls and members are more satisfied with their experiences with Customer Service?
User Research and Product Design
Project Type
My Role
I started as the sole designer on this project, but as my team's involvement grew, I was given a team of two junior designers to assist with design and research on this project.
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The development team and stakeholder chose to use a partial out-of-the-box system which limited our ability to design for the platform. To ensure visual consistency throughout the project and to understand which elements we had structural and visual control over, my team and I created a design system and component library.
Team leadership on this project was very...stuck in their ways. So, when it came to research, I had to do a lot of evangelizing to be allowed to interview our organization's agents and perform usability tests on design concepts.
Thankfully, the agents responded positively to being involved in the design process and we were getting valuable insights that prevented development rework. My efforts convinced project management to include research as a foundational part of our process moving forward.
With the design system and research and design process in place, my team and I partnered with the Business Analysts, developers, and stakeholders to perform our design process per feature as decided in our backlog sessions.
Project Status
After two years of iterative design, the final product was released in 2021, with basic support offered by the UX team for maintenance items on the project.