IBM Design
CSR Web Portal Redesign
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UX DESIGN
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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.”
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-Devetta
(CSR Employee)
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TIME
Parity with
existing capabilities of the digital interface without disturbing mental models.
CONSISTENCY
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Creating a cohesive visual language with the Apollo design system.
VALUE
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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."
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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.
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ACCOUNT DASHBOARD
Exploring the visual design of a dashboard.
Involved collaboration feedback from sponsor users.
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QUEUE PAGES
Designing for multiple use cases for the tabular pages . Also enhancing its efficiency and usability by introducing elements from the design system
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RETURNS AND CLAIMS
Designing for details in multiple types of “return” use cases to maintain consistency in the interface
DASHBOARD EXPLORATIONS
QUEUE WORKFLOWS
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VISIBILITY
Associates can instantly access a comprehensive customer record
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Indicators
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Text Truncation
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Status/Tooltip
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OWNERSHIP
Clearly associate is responsible for which tasks, with no role confusion or competition.
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Locking Feature
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CSR Details
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PERSONALISATION
Associates feel like each view was customised to their role, context and direct input..
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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.