Team
Stella Z (UX designer)
Daksh B (Software Engineer)
Prabhat V (CT, Product Manager)
Tools
Figma
Trello
Timeline
Jan 2023 - March 2023
Brief
I was given the task to redesign Customer section, later would be adjusted into a new segment as Case section.
The Problem
Based on feedback from the onboarding team and testing by the development team, we discovered the problems of low accessibility , low capability, and inefficiency in our current design. Additionally, our clients have expressed confusion and ambiguity between the "projects" and "customers" sections because of similar layout and overlapping information, and these two sections are not properly associated. It's clear that improvements can be made to enhance user experience and streamline functionality
Before getting into my design process, here's a direct comparison of the redesign
Before
After
Challenge 1
When redesigning the customer section, I was tasked with aligning the business goals for case management. This involves considering that we will have a very similar flow and layout, that we will just incorporate segmentation-specific language for case management in the future to create an “all-in-one” platform.
🧓 “We will not have a separate New Case option .. Actually, a customer is a case ..
What is the flow?
What is the gap?
Competitor Analysis
Based on my research, I found that we are missing a dashboard or dashboard-like layout page in customer section. And page readability is low, we have almost half and half ratio between customers list and customer details. We should take advantage of dashboard to help managers find most recent service clients, recent activity, recent calls, and provide an easy-to-understand overview of the customer's most updated related project process.
Notable Features
Some level of customization. User can “control the flow” by drag and dropping tasks in personalized order. (Functionality)
Simple interface makes it popular among “non-technical” individuals. (UX)
High visibility of request/case status. (UX)
Modernized dashboard layout provides enhanced UX. (UI)
Use of color, shapes, and varying text size to track and then communicate information to user. Use of color to signify contents importance or meaning (UI)
Useful features that good to have
A calendar to show upcoming tasks and available slots
“Recent section” to access recent client and saved/favorited clients
Ideation
Option 1: After discussing with the project manager and developers, it seems we won't be making many changes to the functionality right now. Instead, we'll focus on reorganizing the contents of the main dashboard to make it simpler and less complicated.
Option 2: We're looking to simplify the design to reduce the number of clicks, especially for users who haven't used computers in a while, a table chart is not the best option.
Challenge 2
I received feedback from the Customer Onboarding team indicating that "Notes" are missing in the task details within the application. They also expressed concerns about confusion and inefficiency regarding comments and notes within the Project/Customer section. The Notes section, available on both customer and project pages, displays notes added during task creation and comments by employees. While currently integrated, there's consideration to distinguish notes (for annotations/reminders) from comments (for discussions). The suggestion is to possibly retain comments for discussions on tasks and artifacts, emphasizing their distinct purposes.
Rather than merely addressing this isolated issue, I dig deeper and identified widespread comment/note-related challenges throughout our portal platform. This prompted a comprehensive initiative to address these issues across the platform.
Highlighted Issues
No where to add a general note
Not editable on existing notes
Not designed to focus on viewing comment content
Final HI-FI Prototype
Learnings
Fully understand and document the original design and its features, considering the impact of any changes.
Work with engineers to finalize and hand over the completed work.