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Ofer Monar - ux counselor

The internal company platform is a hub for customer support, integrating with app's data ecosystem to facilitate direct user engagement and robust analytics. It also enhances efficiency and cross-functional collaboration.

Background

A company that collaborates with employers needing workers for temporary jobs (per day, week, two weeks, month). Using the app, potential employees can register, search for available shifts, and easily find work. The employee is not dependent on the employer, eliminating long-term obligations. Employees can change jobs daily, and employers can find new employees on short notice. The application has two interfaces: one for employees and one for employers.

candidate

Problem

Users don't always get along with an app, which is why they need technical support. Most external products do not meet all the needs of a company.

User problems in other systems:

  • Complex issues requiring intervention from the development team.

  • Transferring inquiries between staff members during absences (sickness or vacation).

  • Poor interfacing with external systems (e.g., the ticketing system does not integrate with the customer management system).

  • Missing tools: customer management system, email, telephony system and and others.

Solution

The goals that Easy Job (Deeb) aims to achieve through the Help Desk application are tailored to the specific needs of the company. Here are some common goals:

3

Functional extension:

  • Introducing new features and capabilities to improve the customer experience.

  • Creating an intuitive and friendly interface for the support team.

2

Optimization process:

  • Simplify and optimize the application processing workflow.

  • Improve communication efficiency within the support team.

1

Improving efficiency:

  • Automate routine tasks to increase productivity.

  • Improve response time to customer requests.

4

Improved quality of service:

  • Providing high level customer service.

  • Solving queries with minimum delays and maximum quality.

5

Analysis and reporting:

  • Providing tools for analyzing customer service metrics.

  • Get detailed reports on my performance Help desk.

6

Adjustment to user needs:

  • Satisfying customer needs through personalized approaches.

  • Respond to customer feedback and implement changes accordingly.

7

Ensuring access to information:

  • Creating a knowledge management system to solve queries more effectively.

  • Providing quick access to up-to-date support staff

8

Saving time and resources:

  • Reducing the time spent processing each request.

  • Effective resource allocation to improve performance.

Research

First i needed to understand the users workflow, their needs and pain points. I had an opportunity to research two technical support workersduring their daily work routines and to interview them. This process allowed me to understand what content is most important, what are the most crucial data and tasks for the technical support workers, and what are benefits and drawbacks of the systems and tools they use today. 

questions icon

9 questions

interviews icon

30 respondents

respondents icon

2 interviews

By interviewing not only potential users such as team support, but also individuals from various roles within the company, I was able to identify common pain points. This process helped me gain insight into what was lacking in the entire system.

25%

Team Work

Answering each other's questions and helping each other. Needs improvement - transfer of inquiries between each other

45%

Of technical support workers experience issues with poor and slow link documentation, as well as difficulty accessing link history.

60%

Use functions in the system that are intended for other staff members

Ideas were sharpen and prioritised and stakeholders during brainstorm sessions. And essential features were chosen for the MVP version. In the beginning system will be consist of 6 main areas:

  • Customers list of all customers signed up to the self-service app.

  • Customers data view.

  • Possibility of confirming an application, invitation to a new job and changing data

  • Digital processes monitoring and continue of each process that customer started.

  • Recommendations update.

  • Analysis and statistics dashboard.

User Flow 

user flow

Sketches

My journey in UX design began with creating initial sketches to visualize user flows and interface layouts. Starting with basic hand-drawn wireframes, I focused on mapping out the user journey and identifying key interaction points. These early sketches were crucial for brainstorming and iterating on ideas quickly, allowing me to explore various design possibilities and refine the user experience before moving on to more detailed wireframes and prototypes.

Sketches

Wireframe

Gain insight into the process and the choices I made, from UX definition to UI design

* Hover with the mouse

Business job list
Business job list

List of employers

Company details
Business job list

Employer details (Company details)

Job details 2
Job details

Details of a job posted by a business

Company details
Request

All request - Employers

The design

A simple, clean UI design emphasizes clarity and ease of use by prioritizing essential elements and minimizing clutter. It features a well-structured layout with ample white space, intuitive navigation, and a limited color palette to create a cohesive and visually appealing interface. Typography is chosen for readability, with consistent font sizes and styles to guide the user through the content effortlessly. Icons and buttons are used sparingly and purposefully, ensuring that users can quickly find and interact with key functions. Overall, this approach to UI design enhances user experience by making interactions straightforward and efficient."

 Prototype: from the list of employers, company details to the list of vacancies and applicants for the vacancy - employees.

Option to select several files at the same time and do repetitive activities

Option to select several files at the same time and do repetitive activities

Part of system design

systems

Conclusions

As a UX/UI designer working on a technical support system, I concluded the following:

  1. User-Centered Design: Prioritizing user needs and pain points enhances the overall experience.

  2. Simplified Interfaces: Streamlined, intuitive interfaces boost productivity and reduce learning curves.

  3. Consistency and Clarity: A consistent design language with clear labels and intuitive icons prevents confusion.

  4. Customization: Flexible options allow users to tailor the system to their specific needs.

  5. Seamless Integration: Smooth integration with other tools enhances efficiency.

  6. Proactive Issue Management: Features like automated alerts and self-service options prevent issues from escalating.

  7. Continuous Improvement: Regular feedback and iteration ensure the system remains effective and user-friendly.

These insights have guided my design decisions, resulting in a more efficient and user-friendly technical support system.

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