Customer Service Dashboard
Our clients estimate saving $36,000-$72,000 per year due to a redesign that will increase productivity and reduce time spent on customer service tickets.
User Interview
UI/UX Design
Workflow
Wireframing
Storytime
When you call your credit union, the customer service rep on the other end of the phone might use a few different systems to confirm your identity, lookup your accounts, and help troubleshoot and resolve whatever problem you're experiencing.
Connect provides an admin tool to their clients so they can manage member accounts, run reports, and respond to member needs. Despite the tool looking like it's from the early 2000's, customers report the tool being reliable, fully featured, and faster than any other administrative tool they use.
A tool for credit unions to help members
This tool allows a credit union employee to lookup a member's account and see all of the actions taken by the user during a specified timeframe (days, hours, session, etc.).
This tool is used to track down issues the member may be experiencing with a specific feature, confirm actions taken by the member, or track down fraudulent activity.
Old technology has slowed development and delayed innovation
Despite the tool being generally, widely, liked, it is still very old. It is built on old technology that is quickly becoming outdated, and it's becoming difficult to find developers who can maintain and extend this tool. Additionally, while the tool is fast and fully featured, it has many usability issues that cause frustration and confusion among its users.
Connect decided to rewrite this tool using a low-code platform so we can develop more tools more quickly. One of the first features we wanted to reproduce in the new admin platform was a collection of tools that are used to manage members. These are tools that customer service reps use to identify members, perform actions on behalf of members, and investigate fraud on a members account.
In the new tool, this is called Member Center.
Goals for transforming a legacy product
Audit the existing product & features
Understand who the users are and how they use the product
Challenge assumptions—does this feature even need to exist? Why does it exist? Can it be redesigned to better meet the users needs?
Assess the data models and understand if we can or need to change them
Refine existing features & functions, propose new ones
Align the new design with our design strategy and current best practices
Users: Management & Customer Service Reps
After I had spent a significant amount of time understanding the product myself, I began scheduling user interviews to understand how people use the product, what their workflows and processes are like, and to hopefully get an idea of what their pain points are.
I discovered the types of users for this particular feature generally fall into two categories: an Upper Management user, and a general Customer Service user.
It's all about speed, searching, and collaboration
Patrick and Elizabeth (our user personas) need to find events quickly, the data needs to be accurately organized, and they need to be able to share the data with team members.
It was also identified that the existing workflow is time consuming and can lead to inaccurate representations of the data. Patrick and Elizabeth are frustrated that they cannot find information quickly and they often have to check and re-check that what they found is correct. They often feel like they are working inside of a black box or digging for treasure and hoping to get lucky.
Strategy: Creating a Layout That Scales
Member Center will house several features and functions. The user should be able to bounce between various features with ease and a low-navigational overhead. Remember, the customer service user is almost always on the phone with a member while using this tool. The ability to move through this tool, and these features in particular, is incredibly important to ensuring a smooth member customer service experience.
Real Dollar Savings and a Foundation to Build On
The new layout provides significant improvements:
Important information is easy to see at a glance
The user can navigate between features while being able to reference member information without losing context or time
Data is more clearly organized and accurately presented
Thoughtful search defaults make loading data much faster
After some follow-up interviews and demos of the proposed features our clients were eager to get this new tool! Some quick math from a few of our clients indicated they expect to save a minimum of 2-4 hours per week, equating to $36,000-$72,000 in savings per client per year!
This redesign provided functionality that equates to real savings, happier employees, and a more seamless customer service experience.
Show Important Information at a Glance
Tiles at the top allow managers and reps quickly see some important information about a members account.
Session View to the Rescue!
A new Session View allows users to see information about an entire session all of the events that occurred during that session.
Preloading Data & Quicker Search Options
The past 48 hours of session data is now loaded automatically, and searching by date range is much simpler with configurable timeframes.
Easily Share Data with Your Team
Copy & paste, and export controls allow you to share data easily and quickly with team members.
