Project Background

In the fast-paced world of mobile services, providers face the challenge of managing a wide array of customer needs, from sales and support to complex service-related requests. This case study details the design of a comprehensive tool that empowers support, sales, and administrative staff to efficiently handle these diverse customer interactions.

Problem

Mobile service providers typically rely on a patchwork of disparate systems to manage customer interactions, leading to several challenges:

Fragmented Workflows: Staff must navigate multiple applications to complete a single task, such as processing a sale and activating a new line.

Inconsistent Customer Experience: Lack of integration between systems can result in inconsistent information and disjointed service experiences.

Inefficiency and Errors: Manual data entry and system switching increase the risk of errors and slow down response times.

Limited Visibility: A lack of a unified view of the customer makes it difficult to personalize interactions and proactively address potential issues.

Training Complexity: Staff require extensive training to become proficient in using multiple systems, increasing onboarding time and costs.

Goals

To design a unified tool that enables support, sales, and administrative staff to:

01: Efficiently manage a wide range of customer interactions within a single interface.

02: Provide a consistent and personalized customer experience.

03: Streamline workflows and reduce the risk of errors.

04: Gain a comprehensive view of the customer and their service history.

05: Simplify staff training and improve overall productivity.

Role and Responsibilities:

To design a unified tool that enables support, sales, and administrative staff to:

User Research: Conducting interviews and shadowing sessions with support, sales, and administrative staff to understand their workflows, pain points, and needs.

Stakeholder Collaboration: Working closely with product managers, engineers, and business stakeholders to define product requirements and ensure alignment with business goals.

Information Architecture: Designing the structure and organization of the tool to provide easy access to customer information and relevant functions.

User Flow Design: Creating user flows to map out the steps involved in various customer interactions, such as processing a sale, resolving a support issue, or managing a service request.

Wireframing and Prototyping: Developing wireframes and interactive prototypes to visualize the user interface and test design concepts.

UI Design: Creating a visually appealing and intuitive user interface that adheres to accessibility standards and best design practices.

Usability Testing: Conducting usability testing to gather feedback on the design and identify areas for improvement.

Design Documentation: Creating design specifications, style guides, and other documentation to ensure design consistency and facilitate development.

Results A

01: Empowers staff to efficiently manage a wide range of customer interactions within a single interface.

02: Provides a consistent and personalized customer experience across all touchpoints.

03: Streamlines workflows, reduces errors, and improves staff productivity.

04: Offers a comprehensive view of the customer, enabling proactive support and personalized service.

05: Simplifies staff training and reduces onboarding time.

Results B

01: Reduced porting and activation processing times.

02: Decreased administrator resolution times.

03: Minimized porting and activation errors.

04: Enhanced product scalability.

05: Improved admin satisfaction and customer satisfaction.