Aleya Chakravarty | PRODUCT DESIGN

Feedback_loop

 
 
Screen Shot 2020-04-28 at 8.48.01 AM.png

Improve the feedback loop

Cisco | Open and Manage a Case

OBJECTIVE
Improve the way customers give feedback

 
 

ROLE | Lead UX/UI Designer

Align business objectives to consumer needs. Lead designer for this project and collaborated with product and engineering to define success metrics for the project. Researched existing data to join the dots. Followed the Design Thinking Methodology to understand the key personas. Created user flows for the different scenarios. Ideate, mood boards and create various solutions. Wireframe and Visual design for hi-fidelity mockups.

““Aleya is a talented web designer and was a pleasure to work with, with a good sense of humor and an excellent work ethic.””
— Bea Kolodziej | PM Stanford University School of Medicine
Feedback process.png

PROBLEM

Screen Shot 2020-06-28 at 2.34.33 PM.png
Screen Shot 2020-06-28 at 2.34.48 PM.png
Screen Shot 2020-06-28 at 2.35.08 PM.png
Screen Shot 2020-06-28 at 2.35.30 PM.png
Screen Shot 2020-06-28 at 2.36.02 PM.png

OBSERVATION

While working on Order and gathering existing customer feedback.
I dug a little deeper to understand how the customer adds this info.
What I found was a process that had a disconnected experience with a high margin of error.

CUSTOMER TASK- Within a transactional app, if the customer has issues they can ‘open a case’.

The customer always has to browse. The options presented are alphabetical, not personalized for the particular customer.

All ‘Case’ feedback is handled by the Support team and today it goes to an application managed by them.
But for the customer, it needs to be seamless.

The context is lost, it is not an integrated solution for the customer.
This also makes it hard for the support team to respond satisfactorily.

SOLUTION

Create a unified experience by the following.

  • Add an icon on the application that the customer is on for cases

  • On clicking the icon the user has two tabs- either open a case or manage cases

  • If the user wants to ‘open a case’ contextual options for that particular page will be shown

  • Default and pre-fill as many fields for the customer, including a screenshot

  • When the user needs to see the status of the case the dashboard is easily assessable

  • These features also help the support teams better facilitate each issue since everything is now more clear

Screen Shot 2020-06-29 at 3.02.03 PM.png
Screen Shot 2020-06-29 at 3.02.37 PM.png
 

RESULT

Product was successfully launched

Margin of error reduced by 45%

Stakeholders were delighted with the new experience

Strive to create a holistic experience for the customer on the things that we can control.