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IBM Design

CSR Web Portal Redesign
  • UX DESIGN 

  • VISUAL DESIGN

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An  American pharma giant, was improving its customer service vertical by improving the interface design

Team 

5 designers, 1 product lead , 2 business analyst, 30 software developers.

My Role

Design system explorations, task flow, visual design , developer handoff.

Timeline

November 2019 - July 2020

Project Goal  

Improve efficiency and reduction of the amount of operational time of non-value-added activities  of Customer Service Representative  of the company through interface re-design.

 APPROACH

Aligning research with design

“When you come into a workplace and you’re on what feels the equivalent of a DOS machine. That doesn’t make you excited about being a customer service representative.”

-Devetta

(CSR Employee)

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Clock

TIME

 

Parity with

existing  capabilities of the digital interface without disturbing mental models.

Dry Leaf

CONSISTENCY

Creating a cohesive visual language with the Apollo design system.

VALUE

Unified brand image across different verticals for standardised outreach

Coins

"Taking ownership of 3 major sections of the site map, creating designs and getting feedback from sponsor users and develop high fidelity interfaces for hand off to the development team."

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01

02

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03

The project being in its develop and delivery phase had a lot of  user requirements to be designed. These highlighted areas were my key deliverables.

01

ACCOUNT DASHBOARD

Exploring the visual design of a dashboard.

Involved collaboration feedback from sponsor users.

02

QUEUE PAGES

Designing for multiple use cases for the tabular pages . Also enhancing its efficiency and usability by introducing elements from the design system

03

RETURNS AND CLAIMS

Designing for details in multiple types of “return” use cases to maintain consistency in the interface

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DASHBOARD EXPLORATIONS  

QUEUE WORKFLOWS

VISIBILITY

Associates can instantly access a comprehensive customer record

  • Indicators

  • Text Truncation

  • Status/Tooltip

OWNERSHIP

Clearly associate is responsible for which tasks, with no role confusion or competition.

  • Locking Feature

  • CSR Details

PERSONALISATION

Associates feel like each view was customised to their role, context and direct input..

  • Filter

  • Quick Add

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To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of IBM.