Backoffice is an internal tool used to pull customer information by teams like Support, Product, Marketing and Sales
Customer Support Representatives spent too much time looking for customer information.
The design needed visual improvements.
A complete redesign of backoffice that included:
Better Navigation (minimal vertical scrolling)
Consistent (design) with the flagship product
Better visuals that help quickly locate information
Integration with customer support
Average support call time duration reduced from 3.35 mins to 2.45 mins
What was known already?
Before doing anything, I wanted to know what was known already so that I could structure my research accordingly. I needed to know what were the business and user goals so that I know what to keep in mind while designing a solution.
Business Goals :
The business goals were to reduce the time spent on each support call and to provide better customer satisfaction.
User Goals :
The user goal was to increase the productivity and efficiency of the support team.
My objective was to design a solution that aligned with both the goals
What I wanted to find out?
After the problem and goals were clearly identified, I started to work on getting answers to questions like