Next's customer service department asked me to help them improve the usability of their customer service applications based on feedback from their in-house customer service agents.
The Challenge
Next’s existing support application was old, causing the customer support team to adopt time-consuming workarounds to avoid its many usability issues.
Feedback, Workshops & Ideation
I worked with the customer support team whilst they were on support calls and using the existing application with customers. This allowed me to observe their current issues and gather feedback. Using the initial information and problems I gathered from the support team, I set up small workshops to review their everyday issues and potential solutions.
Proof of concept
Because the support app was intended to be built using a third-party application, and the existing support website had some limitations. I worked with the development team to explore what was possible with the chosen platforms and how we could best solve the customer support team issues, considering limitations with the platform and time.
Wireframes & Designs
Now, we had some initial proof of concept builds and some early sketches based on the customer support team workshops. I was able to start a few draft prototypes I could share with the business for feedback. I could iterate through a few ideas with the development and customer support teams.
The Results
The result was a fast, modern customer support application that resolved many customer support team issues when on support calls with customers. Many of the mentioned manual workaround issues were removed to give each agent more time and avoid any unnecessary mistakes.
