Featured ​Project
​'SupportHub' for SupportLogic Products

Role
Sr Product Designer

Problem
There are several user requests as well as multiple issues in the backlog related to the 'SupportHub', which is a case details page, the most used in the core and across other SupportLogic products as well. In parallel, the other product of SupportLogic, AgentSX, is planning to be launched with a new react component library and needs designs for the same page with slightly changed functionality.

Solution
All required updates were documented as user stories and prioritized with product management. We used this as a possibility to improve the overall usability of the page, so in addition to the requested features, the list of usability updates had been extended. The page is rich in interaction and user cases, some of the components used in other parts of the product, other products use the same page, but have their own requirements, so all of these were taken into consideration to demonstrate new designs.
​
Outcome
Improvements included additional features on case custom attributes, acknowledging sentiments, and responding or collaborating with a team on a case. Updates were delivered during several sprints to create a smooth switching experience for existing users. Feedback on the update was gathered through an on-screen form which was introduced to SupportLogic users for the first time. 

Featured ​Project
​Case Review Flow Updates

Role
Sr Product Designer
​
Problem
Case review is a new functionality introduced only to some of the SupportLogic customers. I got involved at the stage of the first usability tests, where we discovered several issues (inability to see case thread while performing the review, inability to save as a draft, etc.)

Documented and prioritized the list of desirable updates got divided into two parts: things we will do for sure and nice-to-have updates. Fortunately, our engineering team was fast enough to implement both parts of the list.

Solution
As a solution, I suggested a one-screen interface with independently scrollable sections that allowed one to easily navigate through case details and the review tool at the same time. We also added the ability to comment, tag, or flag case fragments and navigation between flagged items and comments. Free text area field had been added to each review section, so reviewer can explain his/her evaluation and users also got the ability to save drafts or continue with one of their previous versions of the review. The design had been prototyped and tested with end-users before being implemented, which allowed us to be confident with the provided solution. 

Outcome
Designs were re-using majority of the components as is and the work required mostly layout change and few updates/extensions to existing components. This allowed us to save a lot of developer-time and move fast with the implementation. As a result of the updated flow, CS managers had faster and more convenient process of performing reviews, and spent almost twice less time on a single review in average. CS agents, on the on the side, got better explanation of their manager decisions and were automatically notified when review had been submitted. 

NEXT PROJECT >