Being a customer banking solution , JM had a sizeable team in customer success. The team had made its mark remarkably in the short response time they were able to achieve. But improving the avg. resolution time was still a challenge.

The team at this time were using a combination of multiple customer service platform to achieve their goals, but was also markedly hampering their efficiency. This sparked off the beginning of a project known as C360 or more simply called “Oneview”. Assembled rather quickly , this product dashboard sought to solve for :

The fragmented view of the customer ticket resolution and status

An overview of how the resolution statistic were performing

With the initial results in hand , the product team required a much more mature take on the platform and enhance the UI and UX

Me and a Product Designer majorly worked alongside the Head of the Products and Product Manager to design this product.

Even prior to designing the product , we impletemented various research methods to understand the core workflows of the intended user and the team itself

Agent & Manager Interviews

Shadowing Agents during their working hours

Concept user testing

Based on what we have learned, I proposed a adaptable framework that could be altered based on user context . This agile layout enabled the user to only surface information and controls relevant at the given in time. This ultimately what was adapted in the final out put as well