IBM Design
CSR Web Portal Redesign
-
UX DESIGN
-
VISUAL DESIGN
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)
TIME
Parity with
existing capabilities of the digital interface without disturbing mental models.
CONSISTENCY
Creating a cohesive visual language with the Apollo design system.
VALUE
Unified brand image across different verticals for standardised outreach
"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."
01
02
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
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
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.