PROJECTCustomer Portal
When a customer buys a tech product online and chooses to receive it from Enjoy, an Expert brings them their device and shows them how to get it up and running. A customer portal was designed as a resource for customers to track their order through the delivery process.
TYPEUX/UI Design, Product Design
ROLELead designer
OVERVIEWA resource to guide customer’s through their order tracking process.
As a designer at Enjoy, I was able to lead the creative efforts in solving for a problem that directly impacts the customer experience.
The Challenge
Enjoy’s support team was experiencing an overwhelming amount of calls from customers. There were many consistent questions that consumed a lot of the team’s time to assist the matter. It was clear that there was a gap in communication with customers.
The Objective
The purpose is to assist customers in providing them a unique link and space to review the status of their order along with any updates that should be visible for them; with the intention of driving down inbound customer communication to the Support teams and providing a more consistent experience for our customers.
The Process
02Define
01Discover
03Develop
04Deliver
05Evaluate
01/05
DISCOVERUnderstanding the core driving factors that result in contacting support.
Research consisted of finding trends in the common questions that are asked when customers contact support. This was a crucial part of the process in order to try and eliminate any customer frustration.
2%
1%
What should I expect?
Can I relocate my delivery?
3%
How do I get a copy of my receipt?
total AT&T-specific contact drivers to Enjoy Support
6%
3%
Can I reschedule my delivery?
How can I report an issue with my order?
9%
How do I cancel my order?
10%
When should I expect my Expert to arrive?
33%
When will my delayed order be resolved?
67%
02
/05
DEFINEIncluding the essential information and features.
As a customer buys a product from AT&T and chooses to have it brought to them by an Enjoy Expert, they have the ability to log into the AT&T Order Management account to get more visibility into their order and delivery details. Analyzing this allowed us to find gaps, as there were still a large amount of calls into Enjoy’s support team even with this access.
03
/05
DEVELOPMapping out all of the possible use cases.
This phase of the design process was crucial in order to understand all of the touch points within the user journey and prioritize the necessary information. This helped us identify gaps and opportunities where we can improve the customer experience.
User journey
Whiteboarding sessions were efficient for us to map out the happy paths and consider edge cases. While developing this flow, it was important to consider the partnership with AT&T and how the customer communicates between the two entities.
A simplified version of the flow that was defined from the whiteboard sessions helped narrow in focus on the essential information in each stage of the order process as well as the key action items.
04
/05
DELIVERDesigning a helpful resource for customers.
After many iterations, final mockups were packaged and handed off for development. These designs as well as a fully functioning customer portal was pitched to the team at AT&T.
05
/05
EVALUATEWork with the team to determine a plan.
As the designs developed, stakeholders met with the team at AT&T to try and get this up and running. The final designs were handed off for development where we were able to see this built and properly functioning. Unfortunately, due to business circumstances, this was not able to be fully produced for users even though this was a big initiative for the company.
Project learnings
Don’t ignore the pain points of the user. If the root problem is causing frustration for the user, it is even more important to alleviate that emotion through a design solution.
Keep it simple. The essential information should have the greatest hierarchy while the rest should not distract from the core content.