Challenge

Propose ways for Dispatch to improve their customer service team's dashboard, with a focus on proactively managing priority orders and maintaining a high level of customer support.

Solution

A high fidelity, interactive prototype that showcases three curated, easily scannable dashboard cards; one showing late orders, one showing orders approaching their deadline, and one showing a team changelog.

KEY DELIVERABLES

Methods

Cognitive walkthrough

Contextual inquiry

Usability testing

Scenarios

Prototyping

Tools

Paper + pencil

Otter

Sketch

InVision

Cognitive walkthrough

First, I familiarized myself with the client's customer service/success dashboard, both current and in-development, by performing a cognitive walkthrough of the two sites.

Understand gaps

This was in order for me to understand the gaps between what the client's site currently had, its usability, and what the client wanted.

Contextual Inquiry

Next, my team went onsite to Dispatch and talked to the customer service team. We had a member run through a general overview of his day and show us how he used the current dashboard. Additionally, we also studied their workspace environment for context. For instance, the customer service team used physical notepads to convey information to each other, as there was no convenient digital analog.

Understand environmental factors

Essentially, this allowed us to learn about the pain points of their current set up (such as any aggravating factors of their physical environment) and how actual users of the dashboard interacted with it. A user interface design can be good in theory, but without talking to actual users it remains just that - theory.

Usability testing

Afterwards, my team moderated a usability test of the dev team’s new prototype dashboard.

Understand pain points

This was to further understand the difference between what the dev team thought was needed and what the customer service team actually needed to complete their jobs successfully.

synthesize findings

Then, our team synthesized our findings into meaningful insights. We identified the most important findings from the contextual inquiry and cognitive walkthrough, enabling me to decide where I wanted to focus my prototyping.

focus prototyping

This was so I could convert our group’s insights into a plan forwards, and cover what info we as individuals may have missed.

Create scenario

Then, I created a scenario for an ideal day for customer service based off of answers from customer success team.

Highlight pain points

This was to make it easy to highlight new functions, as well as show how potential prototypes might fit into an employee's day.

sketch wireframes

With that in mind, I then created wireframe sketches by listing out pain points and needed/desired features, then ideating and sketching variations on what that might look like.

quickly ideate

This was so I could quickly ideate without needing to worry about neatness or detail, and prepare for digitization.

digitize prototype

Lastly, I created an interactive prototype, using Sketch to digitize, then InVision to make it interactive and give it tour points.

clarify for client

This was in order to be able to show a high fidelity, digital prototype to my client that fit the design of their current prototype.