The goal of this project was to rethink how users engaged with a large support team. I provided coaching, direction and critique to my team members throughout the project and participated in many of the actives. However, a lot of the final deliverables were carried over the finish line by the talented individuals on my team. ❤️💪
To understand the space and current experience my team conducted a heuristic analysis, gathered data on current submission requests, facilitated stake holder interviews and reviewed comparative experience. We also dug into Slack and wiki comments to see what types of questions form submitters were asking. My favorite:
"Is getting a hold of the team purely an issue because I am in Plano? I feel like at this point if I was in San Antonio I'd be walking to someone's desk. What does it take? Tiffs Treats (cookies)? Some of my PTO?" 🍪✈️
From our initial research, so of the pain points we discovered were:
❌ Requesters were unsure what form they needed to submit and were submitting forms to the wrong service teams causing massive delays. Form documentation was outdated, conflicting or not applicable.
❌ Both the service team's and requester's time was wasted by addressing questions that could be solved through an intuitive UI and simple guidance. If addressed, this would free the service team to have more meaningful interactions and addressing more challenging issues.
❌ The service team has to use multiple tools to fulfill requests, and individuals had multiple work queues. It makes it impossible to accurately track statuses, decreases efficiency and increases the likelihood of human error.
❌ People submitting the requests didn't get a confirmation message and felt their tickets went into a black hole.
Below are screenshots of the heuristic evaluation we conducted. I lead the team through this methodology to train team members who hadn't participated in one before and ensure consistency in our team processes going forward.
We used the information we gathered in our initial discovery to inform our test plans for contextual interviews with form processors and form submitters. We asked participants questions and to walk us through the tools they've been using to complete the relevant tasks.
I coached the team through the creation of the test test plan and synthesis, moderated research sessions, took notes and participated in synthesis.
We took our insights into an ideation workshop with our partners. From there we sketched idea vignettes and created an experience based roadmap.
After the ideation session with our business and development partners, we did some additional research to build a business case for the new service request experience.
We conducted observational research and a diary study that allowed us to estimate the amount of time the service team spent on manual tasks and providing one-off help and documentation to requesters.
We estimated the project would save the company a minimum of $750,000 annually. 💵
The team created wireframes and then high-fidelity comps from the prioritized idea vignettes generated in the stakeholder workshop. I provided critique and coaching on visual and interaction design.
