// OVERVIEW
Background
The Customer Success Team had established a strong reputation for their short response times in resolving customer queries. However, reducing the average resolution time remained a significant challenge. The team relied on a combination of disparate customer service platforms to manage their operations. Tickets were raised on one platform, while customer engagement occurred on another, leading to inefficiencies and a fragmented workflow.
Recognizing the need for a unified solution, the team initiated a project called **C360**, or more commonly referred to as **“Oneview.”** Within a short period, they developed a rough working prototype that addressed two critical pain points:
1. The fragmented view of customer ticket resolution and status.
2. The lack of a comprehensive overview of resolution statistics and performance metrics.
While the prototype showed potential, the product team sought a more mature and polished solution. With their internal design team already fully occupied, they engaged our services to refine and enhance the UI and UX of the platform.
My Role
I served as the **Lead Designer** for this project, collaborating with a Product Designer from my team. Together, we were responsible for overseeing the design process and delivering a user-centered, cohesive platform.
Our contributions were structured into two key phases:
Phase 1: Research, Concept Testing, and Prototyping
Research
We began by conducting an in-depth analysis to understand the operational model of the Customer Success Team. This involved:
Stakeholder Interviews: Collaborating with team members to identify pain points and understand their workflows.
Agent Observation: Observing how agents interacted with the existing systems to pinpoint challenges and inefficiencies.
Concept Testing
Early Concept Testing: Partnering with the Head of Product and the Product Manager, we tested initial design concepts to ensure alignment with the team’s needs and goals.
Stakeholder Feedback: Iterating on concepts by involving key stakeholders throughout the process.
Detailed Prototypes: Once the initial concepts were approved, we developed detailed interactive prototypes for user testing.
3. User Testing
Conducted remote usability testing sessions with agents, where their interactions were recorded and analyzed
Gathered actionable feedback that validated the feasibility and effectiveness of our proposed solutions.
Outcome
As our contract’s initial window drew to a close, the prototypes demonstrated promising results. Impressed with the progress, the client extended our contract to continue refining the platform.
Phase 2: Design Refinement and Integration
With the extended contract, we shifted gears to focus on scaling and fine-tuning the solution:
Vertical-specific deep dives
We delved into various verticals connected to the banking product to ensure the platform met the diverse needs of different stakeholders. This involved:
Designing for specific workflows and edge cases.
Ensuring consistency across the entire platform.
2. Embedded Collaboration
The Product Designer from my team was embedded directly with the client’s team to facilitate faster iterations and tighter feedback loops. My responsibilities during this phase included:
Acting as a Design Reviewer to ensure quality and alignment with strategic goals.
Managing Expectations: Coordinating with stakeholders and setting the overall design direction.
Outcome
Over the course of a year, we delivered a fully realized design system and final UI/UX designs for the C360 platform. The Product Designer’s hands-on contributions earned rave reviews from the client’s team for their impact and excellence.
Key Results
Delivered a streamlined and unified dashboard that significantly improved the user experience for agents.
Enhanced the platform’s usability through rigorous testing and stakeholder collaboration.
Successfully bridged the gap between the client’s prototype and a scalable, production-ready solution.
Received commendations for our contributions, cementing our reputation as trusted design partners.
// whats next
