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UX research

UI design

AI Flow builder

SaaS

Effortless support, built for you (the customer)

Support workflows to automate manual tasks by 70%

Let's see how we automated manual tasks to empower Support Agents.

Worflows are a series of steps that are to be done, to perform a particular task before/during/after ticket resolution process.

2 month

of ideation, research, design and validation

2 month

of ideation, research, design and validation

2 month

of ideation, research, design and validation

2 phases

to ship smoothly and address regular feedback

2 phases

to ship smoothly and address regular feedback

2 phases

to ship smoothly and address regular feedback

6 people

2 designers, 1 PM, 3 devs, working seamlessly

6 people

2 designers, 1 PM, 3 devs, working seamlessly

6 people

2 designers, 1 PM, 3 devs, working seamlessly

My role

As a Product designer I was responsible to work on the problem validation, understanding user pain points, give solutions and make this project successful by evaluating the support team's efficiency in task execution.

Process

We have followed the process by using a design thinking framework. Earlier we experimented with what works for us and we finalised this process, which gives us better flexibility and efficiceny moving forward.

Research & Define

User interviews

Stakeholder interviews

Define problems

User persona

Ideate & Design

Brainstorming

Wireframing/UI

Stakeholder feedbacks

1:1 calls

Collective feedbacks

Tech feedbacks

Develop

Developer handover

Design UI test

Prototype & test

UI Prototype

Usability test

Analyse results

Data & Analytics

Mixpanel

Hotjar

Research & Define

User interviews

Stakeholder interviews

Define problems

User persona

Ideate & Design

Brainstorming

Wireframing/UI

Stakeholder feedbacks

1:1 calls

Collective feedbacks

Tech feedbacks

Data & Analytics

Mixpanel

Hotjar

Develop

Developer handover

Design UI test

Prototype & test

UI Prototype

Usability test

Analyse results

Why workflows?

14+

customers interested in our support workflow solutions

40+

use cases identified for our support workflow automation

Many support agents spend a significant portion of their day on manual, time-consuming tasks. While these activities are crucial for efficient resource utilization and proper documentation, they can hinder an agent's ability to focus on what truly matters – delivering exceptional customer service.

The goal? Improved efficiency and a happier, more productive support team that can provide outstanding customer experiences.

Define

Problem 1: Lack of specific components for Inbox actions

There aren't specific components in the flow builder to perform actions on a ticket directly. Users have to use many APIs, which complicates things. This makes creating workflows harder and more complex for users. Also, it makes it difficult for inexperienced user to know how to proceed.

Problem 1: Lack of specific components for Inbox actions

There aren't specific components in the flow builder to perform actions on a ticket directly. Users have to use many APIs, which complicates things. This makes creating workflows harder and more complex for users. Also, it makes it difficult for inexperienced user to know how to proceed.

Problem 2: Triggers and Conditions are disconnected

Triggers and conditions must be set up separately in the Event Hub. Users configure events like user inactivity or ticket closure in the Event Hub and then switch to the flow builder to create or change a flow. This back-and-forth navigation causes confusion and frustration.

Problem 2: Triggers and Conditions are disconnected

Triggers and conditions must be set up separately in the Event Hub. Users configure events like user inactivity or ticket closure in the Event Hub and then switch to the flow builder to create or change a flow. This back-and-forth navigation causes confusion and frustration.

Problem 3: Complex code dependencies for advanced conditions

Automating advanced tasks needs complex code. For example, to avoid asking for feedback on tickets with the "inactive" tag, you need to activate the event, create a workflow, save tag data, check the tag, and decide on the feedback flow. This process is cumbersome and complex.

Problem 3: Complex code dependencies for advanced conditions

Automating advanced tasks needs complex code. For example, to avoid asking for feedback on tickets with the "inactive" tag, you need to activate the event, create a workflow, save tag data, check the tag, and decide on the feedback flow. This process is cumbersome and complex.

Who is it for?

Ani

Ani is a 32 years old, dedicated and experienced Customer Support Administrator working for a medium-sized e-commerce company that specialises in selling consumer electronics. With a 5 years of background in customer service and a keen eye for detail, Ani plays a crucial role in ensuring the smooth operation of the customer support team.

Tools & Skills

Customer support platforms:
Proficient in using customer support platforms to manage tickets, prioritise inquiries & monitor team performance.

Communication skills:
Excellent written and verbal communication skills to communicate better with support team & customers.

Training & development:
Experienced in designing and implementing training programs to enhance the skills of customer support representatives.

Data analysis:
Familiar with data analysis tools to extract meaningful insights from customer support data, helping in decision-making.

Goals

Efficient workflows:
Optimize support team workflows to enhance efficiency and reduce response times.

Customer satisfaction:
Ensure positive customer experiences by monitoring feedback and addressing issues promptly

Team development:
Focus on team members' professional growth through training, resources, and support.

Pain points

Scaling support operation:

With the company experiencing growth, Ani faces the challenge of scaling customer support operations effectively. This includes hiring and training new team members.

Scaling support operation:
With the company experiencing growth, Ani faces the challenge of scaling customer support operations effectively. This includes hiring and training new team members.

Technology integration:

Ani is always on the lookout for innovative customer support tools and technologies. Integrating new solutions seamlessly into existing workflows while ensuring minimal disruption is a constant challenge.

Technology integration:
Ani is always on the lookout for innovative customer support tools and technologies. Integrating new solutions seamlessly into existing workflows while ensuring minimal disruption is a constant challenge.

Managing workload:

Balancing the workload of his team, especially during peak periods, can be challenging. Ani strives to maintain high levels of support service even when faced with increased customer inquiries.

Managing workload:
Balancing the workload of his team, especially during peak periods, can be challenging. Ani strives to maintain high levels of support service even when faced with increased customer inquiries.

Brainstorming

We began our brainstorming by gathering feedback from both current customers and our internal team. Our aim was to understand how they handle support queries, their current processes, and identify opportunities for automation.

Customer and Internal Feedback:

- Conducted discussions with customers and internal staff to gather insights.

- Identified various use cases for workflow automation.

Productive Team Session:

- Held a comprehensive team meeting at the office.

- Decided on the primary goals for workflow automation.

- Developed a basic workflow structure to gain early insights from users on the concept.

This collaborative approach helped us outline the essential features and functionalities needed for effective workflow automation, setting the stage for the next steps in our project.

“Great ideas often come from great discussions."

- Conducted discussions with customers and internal staff to gather insights.

- Identified various use cases for workflow automation.

Productive Team Session:

- Held a comprehensive team meeting at the office.

- Decided on the primary goals for workflow automation.

- Developed a basic workflow structure to gain early insights from users on the concept.

This collaborative approach helped us outline the essential features and functionalities needed for effective workflow automation, setting the stage for the next steps in our project.

“Great ideas often come from great discussions."

- Conducted discussions with customers and internal staff to gather insights.

- Identified various use cases for workflow automation.

Productive Team Session:

- Held a comprehensive team meeting at the office.

- Decided on the primary goals for workflow automation.

- Developed a basic workflow structure to gain early insights from users on the concept.

This collaborative approach helped us outline the essential features and functionalities needed for effective workflow automation, setting the stage for the next steps in our project.

“Great ideas often come from great discussions."

Wireframing

After receiving feedback from stakeholders and engaging in early discussions, we embarked on wireframing various ideas to enhance the user experience. Our goal was to provide the best possible experience for our users.

Initial Design Phase:

Feedback and Stakeholder Discussions: Incorporated insights from stakeholders to shape our design approach.
Wireframing Ideas: Developed multiple wireframes to visualize different design concepts.
User-Centric Focus: Prioritized user experience throughout the design process.

Feedback and Stakeholder Discussions: Incorporated insights from stakeholders to shape our design approach.
Wireframing Ideas: Developed multiple wireframes to visualize different design concepts.
User-Centric Focus: Prioritized user experience throughout the design process.

Feedback and Stakeholder Discussions: Incorporated insights from stakeholders to shape our design approach.
Wireframing Ideas: Developed multiple wireframes to visualize different design concepts.
User-Centric Focus: Prioritized user experience throughout the design process.