Customer Service Tool
A new internal customer service platform, that led to a decrease in call resolution by 15%.
Role
User Research, UX, UI
Year
2018
Company
Vivid Seats
1 – Define the Problem
The existing platform was thrown together and required extensive knowledge to be able to function within. We needed to create a modern solution that would allow new agents to be onboarded in less time while still keeping all the legacy functionality.
2 – User Research
Conducted multiple service agent shadowing sessions, with myself product and engineering. We observed agents during live calls working with the existing system to better understand their workflows and pain points.
3 – Low-Fidelity Wireframes
Created sketches and wireframes of potential flows and reviewed with existing agents in multiple teams.
5 – Prototype & Usability Test
Created simple prototypes to have agents walk through to find any usability or general confusion issues.
6 – UI Design
Created initial UI components for the MVP, then began creating the Vivid Services design system that would power additional internal service platforms.
7 – Beta Test Shadowing
Once we had a complete MVP, we returned to the call center to have agents take live calls on the beta platform. This gave us additional milestones to go after next and small enhancements that we quickly added to the platform.
