Overview

A redesigned customer support tool to make dealers' and customers' lives easier. And apparently it did.

Problem

Both customers and dealers were frustrated with the poor support delivered via the old tool.

1. Inefficiency: Dealers spent excessive time servicing basic customer requests, driving up costs and causing frustration.
2. Outdated Tool: The existing tool was inefficient, confusing, and compounded by years of piecemeal updates. Dealers frequently complained about its usability.

Goals

Enable dealers to provide better, faster, easier support. And ultimately satisfy customers.

1. Simplify the tool for intuitive use.
2. Reduce time spent on tasks and training requirements.
3. Lower the volume of support calls and messages.
4. Enable dealers to deliver high quality support faster.
5. Build trust in the brand by providing a reliable tool.

Solution

According to dealer feedback, we accomplished the goals listed above.

• Redesigned the customer support tool to improve visibility of task statuses and increase efficiency.
• Streamlined workflows to reduce the time and effort required to handle customer requests.
• Introduced clear, user-friendly interfaces to address dealer pain points.

My Roles

These UX roles were typical for me at that time.

• Design Lead: Directed the overall UX and design strategy.
• Information Architect: Organized workflows and data to streamline task management.
• Interaction Design: Defined user interactions to simplify common tasks.
• Visual Designer: Created intuitive layouts and interfaces aligned with the company's branding.
• UX Consultant: Advocated for user needs and prioritized features to maximize impact.

Outcome

Sadly, I can't show visuals (bane of my existence), but the project yielded a lot of positive feedback.

"I can’t tell you how many times I talked about a need and how you addressed it. You did great work for us!” — PO

“The enterprise loved it and has said they think it should be their standard going forward.” — PO

“Without you we would have only made 50% of the progress improving the workflows and reducing the system complexity.” — PO

“I am very grateful for your work with me. I learned so much as we developed the user experience and it has changed how I listen to our users.” — PO

Reflection

This project was pivotal in my career and growth as a UX designer.

• I led the design process with one additional designer and a researcher joining later.
• I learned how to build trust with clients, manage expectations, and prioritize effectively.
• The project strengthened my ability to identify, characterize, and solve core problems, working through them in priority order.
  

Interested in designing enterprise tools?

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