SERVICE DESK

Radiating Wellness Through Social Media

Customer service for any organization is pivotal and necessary to facilitate seamless and hassle free experience for customers facing issues with the product ensuring that customer inquiries and issues are addressed promptly.

GOAl

The goal is to create a simplified application that allows remote customer service representatives access their tickets in free flow without the need to undergo error and lag in responses.

THE PRODUCT

The product is a responsive application designed to support remote customer service team to receive, manage and report on incoming service requests.

PROJECT DURATION

August 2024 - September 2024

View Design Flow in FIGMA

USER SURVEY & RESEARCH

Leveraging the extension of social media, I embarked on a journey to different customer service employee groups to understand how does a service representative works on upcoming and pending tickets.

Using a combination of bespoke survey tools and direct community engagement, I was able to gather feedback from my target audience. Surveys and direct user interviews helped me gain a personal insight on how to service this application.

USER PERSONAS

In preparation for wireframing, I delved deep into allowing me to fully understand their hopes, challenges, and everyday interactions. These personas, in turn, informed the creation of task flows and user journeys, setting a solid foundation for the design phase.

The insights I gathered helped me develop 3 personas