Concentrix
Rethinking the way the world offers customer support.
Client
Year
2018
Industry
Customer Support
Gig Economy
My role
Product Owner
UX Designer
Deliverables
Experience design research piece
Beautiful, complaint and secure MVP
Roadmap
Design challenge
How might we rethink the way we offer customer support to our clients, and enable everyday experts to earn money from anywhere in the world?
Overview
This client is faced with the gigantic challenge of moving from the brick and mortar world into the digital world.
Customer support is their game, they are the second largest customer support company in the world (they offer customer support for other companies). We created a product which leverages the power of the gig economy and allows registered ‘experts’ from around the globe to offer customer support and earn money for each support ticket from the comfort of their home, the train, the park, or anywhere else you can imagine.
THE PROCESS
Below is a little insight into the process for this project and build.
I led this process and build as product owner and initial UX designer, however the team grew to around 15 people during sprints. The credit spreads wide.
The business problem
Through workshops and interviews, we uncovered the business problem that was being faced by the client.
Landscape analysis
We looked far and wide at other companies playing in the customer support and gig economy spaces.
Contextual enquiries
We visited current customer support facilities to understand their workflow, challenges and touchpoints.
Quantitative research
We interviewed current staff, and potential future users to understand their motivations, needs and pain-points.
Qualitative research
The potential user base for this platform was wide, so we decided to complete 500 surveys of people in the target market.
Design and tech workshops
Sticky notes, sharpies, arguments, great ideas and crappy ideas – we got it all out on the table.
Ideation and sketching
The fun stuff. I sketched out the flows and initial concepts for the platform.
Wireframes and prototypes
I created the initial prototypes (shown in this case study) prior to bringing on another full time designer to assist.
User testing
We put the prototypes in front of our initial interviewees to understand the usability and desirability of the product.
Sprint zero
We created a team of clever peeps to start building the MVP.
Scrum
8 Sprints later, and many long hours, we were looking at an MVP.
Launch
Time to put the MVP in-front of real users and see if we can break it… hopefully not.
Section 1.
Tickets
Users can view, filter and assign relevant support tickets to themselves from the customer support ticket pool. These users, called ‘Experts’ only see the tickets from companies who have vetted and approved them.
Once a ticket is assigned, the expert can offer support the customer via a chat interface. Once the support is finished, and the customer is happy, the ticket is closed and the expert earns cash.
Section 2.
Dashboard
Expert users have access to insights, payments, ratings and a history of their support tickets from the dashboard.
Section 3.
Learn
Users can access company specific learning materials which relate to customer support best practice, and product specific knowledge.
Section 4.
News
Users can keep up to date with the latest news from the companies which they are representing.
Section 5.
You
Users can manage their profile and account.
A few more screens…
I created the screens below for the initial prototypes and user testing for the platform. The designs changed once other designers were added to the team.
