800CS Dashboard Redesign
The Goal
Enhance the dashboard to provide customer service representatives with a user-friendly and seamless experience, showcasing vital data relevant to their daily tasks.
Restructure the navigation systems to facilitate a smoother workflow and streamline the training process for new customer service hires.
Timeline & Platform
5 Week Sprint
Responsive Web
Overview
The Challenge
Team
California Psychics, a B2C platform, is comprised of a group of online psychics committed to assisting individual users in establishing meaningful connections and seeking guidance to reach their utmost potential. Within the organization, there exists a specialized B2B internal platform known as “800 CS,” catered specifically for the customer service department. This platform offers a diverse range of features tailored for professional purposes, serving as a practical tool to streamline work-related tasks and foster efficient collaboration among team members.
The customer service team is facing challenges with the main dashboard. Numerous users, both longstanding and recent, have voiced concerns about the system’s usability issues. The primary dashboard is hindering a smooth workflow for users, thereby affecting their overall experience.
UX Designer
QA Team
Offshore and Internal Developers
Data Analysts
Project Managers
Customer Service Department
My Role
UX Designer
Research
Original Site
User Research
The project manager and I conducted interviews for 5 customer service representatives and 2 admins including the head of customer service.
The main problems that were brought up was:
• The homepage’s navigation was overly complex, featuring an abundance of links and buttons with an endless navigational structure.
• Visually, the page was overwhelming and posed difficulties for new hires to grasp. Users expressed dissatisfaction with the excessive use of colors and the absence of a clear hierarchy. This resulted in users overlooking crucial announcements and important dates.
• There was a demand for additional features, such as a calendar and the capability to log work hours directly within the system.
Simplification of the Nav
Resulted in a redesign of the navigation system through:
• Facilitating a collaborative workshop involving customer service representatives, admins, and a project manager
• Aiming to enhance the existing multiple navigation systems by simplifying and consolidating them
Design
Testing the Navigation
Conducted click-through testing with three users, incorporating search functionality.
The outcome was positive: users requested improved color visibility, as some found the initial blue color challenging to perceive. The color was adjusted to a lighter shade, and visibility was thoroughly assessed, achieving a Contrast Ratio of 7.25:1.
This adjustment led to achieving WCAG Grading AAA standards.
Midway Sprint Review
We showcased the MidFi prototype to both the customer service team and the tech team to evaluate its viability and ensure alignment with our goals.
A masonry grid system was implemented to distinctively separate sections and also allowed for easy modification and reorganization of components by the CS admins.
Features included: calendar, dynamic stats visual, and new nav.
Following feedback, it was determined that implementing the calendar and dynamic stats in phase one would be too intricate from a development perspective. As a result, these elements were omitted to enhance scope efficiency.
Rollout of the Final Designs
The final designs were modified to highlight the initial phase of the rollout, focusing on the navigation and editable components within the masonry grid system.
These changes garnered favorable responses from stakeholders as well as the customer service team.
Next Steps
Incorporate a calendar feature to enhance user visibility of company events.
Implement dynamic visual statistics to customize each dashboard further.
Conduct testing with CS representatives to assess the impact of changes on training and learnability for new hires.
* As of 03/2023, the Customer Service department has reported positive feedback from existing representatives as well as new hires. Overall training time of new hires has decreased by 37%.