Customer Service App

01

Project Brief

Senior Product Designer

Role

1 Product Manager

2 developers

Users and

Me

Team

26 weeks

Timeline

User Research

Service Design

Interface Design

Interaction Design

Prototyping

Usability Testing

My Contribution

Customer Service App for an Online Culinary School

This project involved creating an inclusive customer service app for an online culinary school to enhance student support and engagement. It integrates eight resolution tools (FAQs, Live Chat, Tutorials, Email Us, Community, Office Hour, Text Us, and Call Us), providing a comprehensive and seamless user experience aimed at streamlining support processes and improving overall user satisfaction.

Challenges

02

  1. High volume of repetitive queries.

  2. Limited real-time support options.

  3. Inefficient resolution processes.

Identified Problems:

  1. How can we reduce the number of repetitive support queries?

  2. What real-time support options are most effective for users?

  3. How can we improve the efficiency of resolving complex issues?

Key Questions:

Approach + Solution

03

Approach

  1. Analyzed common support queries.

  2. Conducted user interviews to understand pain points.

Research & Insights:

  1. Users need quick, self-service answers.

  2. Searchable and categorized FAQs are preferred.

  3. Frequently updated content is crucial.

Key Findings:

Pain Points

  1. Developed wireframes for FAQ layout.

  2. Created a searchable database.

  3. Tested usability with target users.

Design & Prototyping:

  1. Search functionality.

  2. Categorized FAQs.

  3. User feedback mechanism.

Features Implemented:

Solution

  1. Easy access to common questions.

  2. Quick search results.

  3. Regular updates and user feedback integration.

FAQs Core Functionality:

  1. Reduced support queries by 30%.

  2. Increased user satisfaction.

  3. Streamlined support process.

Impact:

Approach

  1. Accessed user need for real-time support.

  2. Analyzed best practices in live chat implementation.

Research & Insights:

  1. Users value instant responses.

  2. Automated responses for common issues are effective.

  3. Escalation to human agents is necessary for complex queries.

Key Findings:

Persona

  1. Designed chat interfaces and flow.

  2. Developed prototypes for automated and human interactions.

  3. Conducted A/B testing.

Design & Prototyping:

  1. Real-time chat support.

  2. Automated responses.

  3. Human agent escalation.

Features Implemented:

Solution

  1. Efficient query resolution.

  2. Instant support for urgent issues.

  3. smooth transition from automated to human support.

Live Chat Core Functionality:

  1. Increases customer satisfaction by 25%.

  2. Improved resolution time for urgent queries.

  3. Enhanced support efficiency.

Impact:

Approach

  1. Identified areas where users needed detailed guidance.

  2. Analyzed preferences for tutorial formats.

Research & Insights:

  1. Visual tutorials are preferred.

  2. Step-by-step guides enhance learning.

  3. Interactive elements improve engagement.

Key Findings:

Persona

  1. Developed multimedia tutorials.

  2. Created interactive guides.

  3. Tested tutorial effectiveness with users.

Design & Prototyping:

  1. Video tutorials.

  2. Interactive step-by-step guides.

  3. Progress tracking.

Features Implemented:

Solution

  1. Comprehensive learning resources.

  2. User-friendly interfaces.

  3. Personalized learning paths.

Tutorials Core Functionality:

  1. Improved user competence.

  2. Increased engagement with educational content.

  3. Reduced need for direct support.

Impact:

Approach

  1. Surveyed user preferences for detailed support.

  2. Analyzed email support trends.

Research & Insights:

  1. Users need a reliable way to get detailed responses.

  2. Email is preferred for complex issues.

  3. Timely responses are critical.

Key Findings:

User Journey Map

  1. Developed email support templates.

  2. Created a system for response tracking.

  3. Tested usability and response times.

Design & Prototyping:

  1. Easy-to-use email forms.

  2. Response tracking.

  3. Automated confirmation emails.

Features Implemented:

Solution

  1. Detailed query submission.

  2. Transparent response tracking.

  3. Prompt and thorough replies.

Email Us Core Functionality:

  1. Enhanced user satisfaction.

  2. Improved resolution of complex issues.

  3. Increased trust in support services.

Impact:

Approach

  1. Investigated user interest in peer support.

  2. Analyzed community engagement trends.

Research & Insights:

  1. Users value peer-to-peer interaction.

  2. Community support reduces direct support burden.Active moderation is necessary.

Key Findings:

Competitive Audit

  1. Developed community forum.

  2. Created user profile features.

  3. Tested engagement and moderation tools.

Design & Prototyping:

  1. Discussion boards.

  2. User profiles.

  3. Moderation tools.

Features Implemented:

Solution

  1. Peer-to-peer support.

  2. User interaction and engagement.

  3. Community-driven knowledge base.

Community Core Functionality:

  1. Increased user engagement.

  2. Reduced support staff workload.

  3. Fostered a sense of community.

Impact:

Approach

  1. Assessed need for direct expert interaction.

  2. Analyzed scheduling preferences.

Research & Insights:

  1. Users want personalized support.

  2. Scheduled sessions increase satisfaction.

  3. Notifications improve attendance.

Key Findings:

Storyboard: Big Picture

  1. Created a booking system.

  2. Developed notification features.

  3. Tested scheduling and reminders.

Design & Prototyping:

  1. Scheduling tool.

  2. Notifications.

  3. Expert availability management.

Features Implemented:

Solution

  1. Personalized expert support.

  2. Easy booking and scheduling.

  3. Timely reminders.

Office Hour Core Functionality:

  1. Improved user satisfaction.

  2. Increased attendance for support sessions.

  3. Enhanced personalized support.

Impact:

Approach

  1. Evaluated user preference for mobile communication.

  2. Analyzed effectiveness of SMS support.

Research & Insights:

  1. Users prefer quick text-based support.

  2. SMS is effective for on-the-go queries.

  3. Automation improves response time.

Key Findings:

Storyboard: Close-Up

  1. Developed SMS support system.

  2. Created automated response flows.

  3. Tested response times and user satisfaction.

Design & Prototyping:

  1. SMS support.

  2. Automated responses.

  3. Escalation options.

Features Implemented:

Solution

  1. Convenient mobile support.

  2. Quick automated responses.

  3. Smooth escalation process.

Text Us Core Functionality:

  1. Increased user convenience.

  2. Faster response times.

  3. Improved overall support experience.

Impact:

Approach

  1. Assessed need for voice support.

  2. Analyzed user preferences for call support.

Research & Insights:

  1. Users need direct voice communication.

  2. Calls are preferred for complex issues.

  3. Callback options enhance experience.

Key Findings:

Pain Points

  1. Developed call support system.

  2. Created callback scheduling.

  3. Tested call quality and satisfaction.

Design & Prototyping:

  1. Voice support.

  2. Callback options.

  3. Escalation protocols.

Features Implemented:

Solution

  1. Direct voice communication.

  2. Scheduled callbacks.

  3. Efficient issue escalation.

Call Us Core Functionality:

  1. Increased resolution rates.

  2. Enhanced user trust.

Impact:

04

Result

  1. The customer service app successfully addressed the initial challenges and significantly improved the overall experience for both students and staff. 

  2. The app's intuitive design and robust functionality led to higher satisfaction and better management of inquiries.

Outcome:

  1. Working on this project reinforced the importance of user-centered design and continuous iteration. 

  2. The positive impact on the culinary school's operations and user satisfaction was immensely rewarding.

Reflection:

Process

05

  1. This project involved extensive user research, iterative design, and rigorous testing.

  2. Throughout the design process, from initial sketches to final implementation, every step was tailored to address user needs, align with business goals, and enhance the overall experience.

Behind the Scenes:

For more detailed insights and the complete design process, feel free to explore my portfolio further or contact me directly.