Product Design & User Experience Research
Customer Service Desk
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?
This project involved User Research and Product Design over 2 years
Project Type
In 2019, the organization I worked for was looking to bring their organizational technology in-house. One of the largest systems that needed to be rebuilt was the customer service agent software. As one of the first major project to move in-house, we were building the software from the group up.
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The existing software agents used came from a partner organization that required a virtual machine for agents to access vital information about our 3.5 million members.
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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.
This project offered a unique challenge in that we had multiple layers of users to consider in our designs. Our primary user group was the customer service agents who would use the software directly, but we also needed to heavily consider the experience of members calling into customer service and how the agent's ability to resolve their concerns affected that experience.
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With this project, I led the establishment of:
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A design system and corresponding development component library with 50+ components
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Templated design documentation of research methods, component usage, and design version updates
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Usability testing with on-site agents who interact with members on a daily basis
My Role
With the design system and research and design process in place, my team and I partnered with business analysts, developers, and business stakeholders from various customer service departments to build out the internal customer service software, DASH.
Project Impact
After two years of iterative design, the alpha product was released in 2021, with support offered by the UX team for enhancement features on the project as the team continued to build DASH. I left the project before the full release of the product.