SERVICE
CLIENT
Deeb
Nir Gold - Co-Founder & CEO
Itay Souday - Chief Operations Officer & Co-Founder
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 searching for workers of temporary jobs (per day, week, two weeks or a month). Using the app, potential employees can register, search for available shifts and find work easily. 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 is for employees and one is for employers.
Problem
Users don't always get along with an app, that’s why they need technical support. Most external products do not meet all the needs of a company.
User problems in other systems:
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Complex issues requiring intervention from the development team.
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Transferring inquiries between staff members during absences (sickness or vacation).
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Poor interfacing with external systems (e.g. the ticketing system does not integrate with the customer management system).
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Missing tools: customer management system, email, telephony system 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:
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Functional extension:
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Introducing new features and capabilities to improve the customer experience.
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Creating an intuitive and friendly interface for the support team.
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Process optimization:
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Simplify and optimize the application processing workflow.
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Improve communication efficiency within the support team.
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Efficiency improvement:
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Automate routine tasks to increase productivity.
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Improve response time to customer requests.
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Improved quality of service:
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Providing high level customer service.
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Solving queries with minimum delays and maximum quality.
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Analysis and reporting:
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Providing tools for analyzing customer service metrics.
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Get detailed reports on my performance Help desk.
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Adjustment to user needs:
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Satisfying customer needs through personalized approaches.
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Respond to customer feedback and implement changes accordingly.
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Ensuring access to information:
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Creating a knowledge management system to solve queries more effectively.
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Providing quick access to up-to-date support staff
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Saving time and resources:
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Reducing the time spent processing each request.
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Effective resource allocation to improve performance.
Research
First of all, I had to understand the users’ workflow, their needs and wea points. I had an opportunity to research two technical support workers during their daily work routines and to interview them. This process allowed me to understand what content was the most important,
what were the most crucial data and tasks for the technical support workers and what were the benefits and drawbacks of the systems and tools that have been used by them nowadays.
9 questions
30 respondents
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 the difficulty, accessing link history
60%
Use functions in the system that are intended for other staff members
Ideas were refined and prioritized during brainstorming sessions, as well as discussed with stakeholders. So essential features were chosen for the MVP version. In the beginning, the system will consist of 6 main areas:
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Customers list of all customers signed up to the self-service app.
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Customers data view.
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Possibility of confirming an application, invitation to a new job and changing data.
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Digital processes monitoring and continuation of each process, that customer started.
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Recommendations update.
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Analysis and statistics dashboard.
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.
Wireframe
Gain insight into the process and the choices I made, from UX definition to UI design
* Hover with the mouse
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List of employers
Employer details (Company details)
Details of a job posted by a business
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
Conclusion
As a UX/UI designer working on a technical support system, I concluded following aspects.
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User-Centered Design: Prioritizing user needs and weak points enhance the overall experience.
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Simplified Interfaces: Streamlined, intuitive interfaces boost productivity and reduce learning curves.
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Consistency and Clarity: A consistent design language with clear labels and intuitive icons prevent confusion.
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Customization: Flexible options allow users to tailor the system to their specific needs.
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Seamless Integration: Smooth integration with other tools enhances efficiency.
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Proactive Issue Management: Features like automated alerts and self-service options prevent issues from escalating.
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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.
