Customer Happiness

Responsibilities :

Wire-framing, prototyping, Usability testing

Role :

UX Designer

Product :

Customer service representative which provides information on call request by the customer in compliance with Personal health information. It encompasses tracking, managing, and reporting of calls through the legacy applications.

Problem :

Business requirement :

  • Older Look and feel
  • Reduce Call Duration
  • Needed intuitive/Insightful Dashboard/Home page feature
Goal:
  • Actionable dashboard
  • Reduction of the call duration(average) to be reduced by 30 seconds(subjective to type of call)
  • Clean UI
User pain points & needs

Fetching inquired content is difficult and time-consuming

More form filling to be done for day to day calls

Dealing with Two applications(Call Logger and Insurance Information system) is hectic

Persona
Persona : Problem statement

Bakitha is a home maker ,taking care of 3 kids at home, she needs a one stop heathcare application to manage family health because to see all information at one place

Understanding AS-IS process
Heuristic evaluation
Ethenography study
Affinity mapping
Napkin sketches
Low fidelity wireframe
Challenges Faced vs How did I approached
Challenges Faced How did I approach it?
Features Overload
1.The Request of stakeholders to increase the number of features creates more content for the user to process, more notifications, and more alerts. This often creates more stress and confusion and can lead to a bad user experience. 		1.Questioning the alignment of new features with your user’s needs, your company’s vision. Educated and discussed with the team regarding MVP, eventually took a step back and thought about your long-term strategy.

Built Information Architecture as a strategic approach to categorizing and displaying features.
2.Stakeholders request to retain all the  features to be retained and revamped 2.Merged similar functionalities and eliminated redundant features
Stronger influence of Developers on Design 

3.Stakeholders influence design by giving their design inputs/advice based on their app usage and past experience.

 3.Inputs/Suggestions are taken from all stakeholders by conducting participatory design sessions but from a designer’s perspective. Design justification is given for the proposed designs based on best practices and valuable inputs from the end-users.
4.Developers denying developing some usability elements due to time-boxed timelines and Usability elements gain ignorance(Ex: Micro interaction).

 

 4. Design justification with strong secondary research presented to the stakeholders eventually micro-interactions are implemented phase by phase
Client resources are hesitant to share Project details.

5.Though merger between companies and gelling between stakeholders and employees are Management constraints, eventually impacts design deliverables when project initiated at the transition of mergers.

 5.With the help of higher management stakeholders, building confidence (with skeptical and reluctant stakeholders) by facilitating participatory design activities and nurturing a friendly environment are some of the few initiatives taken to built rapport for design proceedings.
Usability catalyst for a better experience
How I am solving the problem?
User Needs/Pain points Before Now
1.Older Look and feel & Fetching inquired content is difficult and time-consumingSimple intuitive UI focusing on the contextual and critical information needed by the user    
2. Navigation through different windows to obtain information intended by the user eventually increases call duration.

  • Easy reachability of information with minimal inputs and clicks and reducing the form filling by progressive disclosure method
  • Eventually reduced call duration by 50% approx.
    
3. Longer form filling to be done for day to day calls

  • Implemented single column layout, merged similar functions, eliminated redundant fields for form faster form completion
  • Reduced the number of clicks to complete the task from >27 to <10 Clicks (Approx.)
    
@ Riaz Mohamed