Enterprise software with user centric approach
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The document outlines the redesign of the Sesam support system aimed at improving user experience by implementing a user-centric approach. Key changes included reducing the number of steps and screens needed to resolve customer issues, which led to faster response times and increased efficiency for support staff. The process involved user interviews, ethnographic research, and iterative testing to create a more intuitive and effective interface for handling customer inquiries.
Enterprise software with user centric approach
- 1. Enterprise software with a user-centric approach M A D E B Y
- 2. with Sesam Sesam support which used to work on an old admin panel, built a few years ago when the only support available was our technical team. The story begins
- 3. We decided to improve it
- 4. The UX team got to work! The main tasks we undertook were: // analysis of customer emails // rapid prototyping // copywriting // better understanding user behaviours and habits // shadowing and ethnographic research // usability testing online (Skype) and in the workspace
- 5. What value did it bring?
- 6. TIME! It takes less time to solve your client’s problem and your support team is more likely to have greater retention rates.
- 7. Who was the target? Sesam Sesam supports employees who answer calls and emails from customers with different requests concerning parking use and payments.
- 8. We were determined to listen carefully in order to properly support employees by diagnosing which tasks and cases were most time-consuming and difficult to handle with the previous version of the system. Strategy
- 9. Solve their clients’ problems faster and more effectively Have eye-friendly software which doesn’t place strain on the eye during 8h shift Have a flexible system which allows them to answer different customer cases Have a quicker onboarding for new workers We discovered that support wants to...
- 10. What was the next step? Looking at those areas which are most important for the users
- 11. 1 The first step was to arrange a Skype meeting with the support team from Norway. interviews
- 12. 2 On the basis of the information we gathered during the Skype meeting we rethought how to search for different cases, and the visual design. We then prepared the first prototype. prototype
- 13. 3 This was carried out during a 2-day trip to Bergen, where we shadowed our users in their work environment during their daily shift. By becoming more aware of the context of Support tool use, we could more easily see the parts of the interface that required changes. ethnographic research
- 14. 4 We also tested the pre-existing wireframe and provided support to the workers in order to complete their tasks. It enabled us to find other design areas that required improvements. usability testing
- 15. 5 changes We made changes to the wireframe based on the results from the support workers’ feedback and our ethnographic research.
- 16. 6 Every time we made changes, we checked them with the end-users – the support team. We showed a small part of the design each time so that we would have nessesary amount of time to improve it and so that we did not waste too much time on unnecessary features which do not answer support’s needs. iterations
- 17. Why? Time is saved and mistakes avoided if smaller parts of the design are checked with the end users. Involving users in the design and verification stages speeds up the process.
- 18. What was the result of our work?
- 20. Search in a chosen category instead of long separated lists
- 21. The new CSM module has made it a lot easier to search for information. CSM works best as a sort of search engine. We find information faster and with less input from the customer, and that way we can resolve issues faster.
- 22. Elements important to the actual needs instead of having everything on one screen
- 23. Now, there is only one search page and it is much, much easier to navigate back and forth while searching, especially when speaking to a customer on the phone. CSM gives you quite a lot of information in a short amount of time, and with limited input. It makes our job a lot easier, and lets us resolve cases over the phone a lot faster.
- 24. Graphical distinction of problematic issues which are visible at first glance You can start using CSM and get to know how the Sesam system works while you are still learning and quite fresh. With the Admin module, you sort of have to know how the system works and thinks, to be able to use it.
- 25. Names and terms which support everyday use instead of technical jargon
- 26. Fast performance = fast response to the customer
- 27. Well-structured information to enhance clarity and speed up support work.
- 28. Old design 10 steps 5 screens 30 min New design 4 steps 3 screens 3 min less clicks and steps to complete support tasks example: refund process
- 29. Want to know more about Sesam Sesam solution? Author: Marta Haida, UX designer at skyrise.tech linkedin marta.haida@skyrise.tech Check out more about Sesam Sesam solution at www.sesam-sesam.com More details about process? Read the article More about Skyrise.tech: www.skyrise.tech