ECHO Refunds at Albertsons | Senior Product DesignerTRANSFORMING A LEGACY CUSTOMER
Overview:
The ECHO Refunds tool was a customer support application, which enabled CSR agents to provide refunds to customers, review past reports and determine fraudulent customer activities. Expertise: Enterprise Application Design | UX Design | User Research |
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My Role
My role was a UX/UI designer for this project with the task of managing stakeholder reviews, conducting discovery sessions, wire framing the structure and creating the final designs.
The Challenge
The challenge was to design a tool used by customer support rep agents to provide and manage refunds to customers. The existing tool was created as a way for CSR agents to provide refunds to customers, however using the tool required a lot of training and the design wasn't based on the mental model of users. It wasn't based on a user-centered design process.
The goal was to create an engaging experience for CSR agents who would quickly adopt the tool for all of their tasks
The goal was to create an engaging experience for CSR agents who would quickly adopt the tool for all of their tasks
Research - Discovery Sessions with Stakeholders and Product Team
I conducted three discovery sessions with stakeholders to understand the problem we're trying to solve and gather insights about the product.
During the discovery sessions, I identified insights regarding the customer refund process. Namely that there were discrepancies in the total refund amounts based on whether it was before or after refunds were submitted in the system. In order to address this challenge, I collaborated with developers on how refunds are submitted in the backend and provide necessary messaging to allow CSR agents to provide accurate information to customers.
During the discovery sessions, I identified insights regarding the customer refund process. Namely that there were discrepancies in the total refund amounts based on whether it was before or after refunds were submitted in the system. In order to address this challenge, I collaborated with developers on how refunds are submitted in the backend and provide necessary messaging to allow CSR agents to provide accurate information to customers.
Design Explorations
Here are some design explorations about different patterns for customer refunds. By collaborating with the cross functional teams, I made several design iterations that led to the final designs.
Escalated Refunds Alternative Design
- Eventually, I removed the radio buttons from this page based on my discussions with cross-functional teams since we decided that the agent needed more details before rejecting/approving a refund request. Despite this, the idea of a quick approve/reject action from the list page provided an efficient way for agents to quickly sort through their queue without the extra click of going to the details page. |
Escalated Refunds Detail Alternative Design
- This option had a link to view receipts. However, after consulting with stakeholders, they mentioned that CSR agents need to have a view of receipt at all times since the system didn't provide accurate pricing at this stage before submitting refunds to the system. The receipt did contain the accurate price that the customer was charged. |
View Receipt Alternative Design
- The reason for providing a modal window for receipts was so agents can have a convenient way of referencing the receipts, which had the accurate price amount. However, after reviewing the task flow for agents, they required a side-by-side. |
Final Design Mockups
